Senior Tech Operations & Service Delivery Specialist

NTT DATA, Inc.; Durban; On-site; ZAR 520,000 - 780,000; Full time

Job summary

NTT DATA in Durban is seeking a Senior Associate Technical Operations Specialist to support planning, coordination and monitoring of operational activities to deliver on approved plans and continuously improve service delivery.

You will work with internal service delivery teams to ensure services are delivered efficiently, meet SLAs, and optimize performance while balancing client needs with the company direction.

Qualifications

• Qualification in Information Technology or Business Administration or related field.
• ITIL foundation certification required.
• CCNA advantageous.
• Working Technical Network Knowledge.
• Security related certification or worked experience in a security role.
• 3–5 years worked experience in the same or similar role.

Responsibilities

• Supports with the management of the shift roster and ensuring that all operations metrics are monitored.
• Supports with ensuring that shift handover processes are adhered to and managed.
• Supports with the management of shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Contributes to ensuring that services meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of NTT.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.
• Performs any other advanced operational tasks as required by leadership.

Skills

Customer service

Communication

Organizational skills

Problem solving

Delivery processes

Cross-cultural collaboration

Pressure handling

Education

Information Technology or Business Administration related field

ITIL Foundation Certification

Job description

NTT DATA in Durban is seeking a Senior Associate Technical Operations Specialist to support planning, coordination and monitoring of operational activities to deliver on approved plans and continuously improve service delivery.

You will work with internal service delivery teams to ensure services are delivered efficiently, meet SLAs, and optimize performance while balancing client needs with the company direction.