Service Operations Specialist

Ntt; Gauteng; Hybrid; ZAR 600 000 - 800 000; Full time

Job summary

A global technology services company in South Africa is seeking a Managed Services Operations Specialist. The role involves overseeing WAN infrastructure, ensuring effective service delivery, managing vendor relationships, and implementing continuous improvement processes. Ideal candidates will have a Bachelor’s degree and ITIL certification, with proven experience in managed services delivery and customer escalation management. This position offers a hybrid work environment.

Qualifications

• Seasoned work experience in Managed Services delivery in a large scale technology services environment.
• Experience in managing customer escalation situations and objection handling.
• Experience in a service delivery environment including technical and service management.

Responsibilities

• Oversee the design and implementation of WAN infrastructure.
• Monitor WAN performance metrics and implement optimization strategies.
• Manage relationships with WAN service providers and vendors.
• Develop and enforce change management processes.
• Conduct capacity planning to forecast future bandwidth requirements.
• Develop and maintain disaster recovery and business continuity plans.

Skills

Customer service focus

Excellent communication skills

Organizational skills

Analytical problem-solving

Ability to work under pressure

Cultural adaptability

Education

Bachelor's degree in Information Technology or Business Administration

ITIL foundation certification

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible.

We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society.

Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Operations Specialist is a seasoned subject matter expert, responsible for working closely with internal service delivery teams to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.

The main responsibility of the Managed Services Operations Specialist is to ensure that complex services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for clients.

Key responsibilities

Network Design and Implementation : Oversee the design and implementation of WAN infrastructure, including selecting appropriate technologies, determining network topology, and configuring devices to meet organizational requirements.

Performance Monitoring and Optimization : Monitor WAN performance metrics such as bandwidth utilization, latency, and packet loss, and implement optimization strategies to ensure optimal network performance and reliability.

Fault Management and Troubleshooting : Develop and implement procedures for identifying and resolving network faults and performance issues in a timely manner to minimize downtime and maintain service availability.

Capacity Planning : Conduct capacity planning to forecast future bandwidth requirements, assess current network capacity, and scale WAN infrastructure as needed to accommodate business growth and changing demands.

Vendor Management : Manage relationships with WAN service providers and vendors, including contract negotiation, service level agreement (SLA) management, and performance monitoring, to ensure quality service delivery and adherence to contractual obligations.

Change Management : Develop and enforce change management processes to assess the impact of proposed changes to the WAN environment, coordinate change implementation, and minimize disruptions to network operations.

Disaster Recovery and Business Continuity Planning : Develop and maintain disaster recovery and business continuity plans for WAN infrastructure to ensure rapid recovery and continuity of network services in the event of a disaster or disruptive incident.

Cost Management : Develop and manage budgets for WAN operations, control costs, and identify opportunities for cost optimization and efficiency improvements, such as renegotiating contracts or optimizing bandwidth usage.

Responsible for ensuring the reliable and efficient operation of WAN infrastructure, supporting organizational communication and connectivity requirements.

Manages the shift roster and ensures all operations metrics are monitored.

Ensures shift handover processes are adhered to and managed.

Manages in shift escalations from clients.

Dashboards all key Metrics and manages the about to be breached situations.

Ensures that services are 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 the organization.

Understands the core issues affecting the client and works with the relevant service teams to resolve.

Identifies needs, risks and issues and proposes appropriate solutions and courses of action.

Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).

Performs any other advanced operational tasks as required by leadership.

To thrive in this role, you need to have

Excellent customer service focus.

Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.

Excellent organizational skills with the ability to work in a fast paced and deadline driven environment.

Proven ability to work creatively and analytically in a problem-solving environment.

Seasoned ability to quickly become proficient in delivery processes and related systems.

Excellent ability to analyze, design and operations processes.

Excellent focus on business outcomes.

Ability to work across different cultures and social groups.

Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications

Bachelor's degree or equivalent in Information Technology or Business Administration or related.

ITIL foundation certification.

Required experience

Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.

Seasoned experience gained in a service delivery environment including technical and service management exposure.

Seasoned experience in managing customer escalation situations and objection handling.

Seasoned Managed Services operations experience.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global.

We are committed to accelerating client success and positively impacting society through responsible innovation.

We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.

Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 50 countries.

We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA is part of NTT Group, which invests over $ billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.

We are committed to providing an environment free of unfair discrimination and harassment.

We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Join our growing global team and accelerate your career with us.

Apply today.