Tech Operations Specialist: Elevate Service Delivery

NTT America, Inc.; Durban; On-site; ZAR 500,000 - 850,000; Full time

Job summary

NTT DATA is seeking a Senior Associate Technical Operations Specialist to support planning, coordination, and monitoring of operational activities for client delivery. You will work with internal service delivery teams to keep plans on track and continuously improve service delivery in a multinational setting.

The role emphasizes managing shift rosters, escalations, and performance dashboards, ensuring SLA compliance and cost-effective outcomes while aligning with NTT DATA's strategic direction

Qualifications

• Qualification in Information Technology or Business Administration or related field required.
• ITIL Foundation certification required.
• CCNA advantageous.
• Working technical network knowledge.
• Security related certification or experience preferred.
• 3–5 years of experience in a similar role.

Responsibilities

• Supports with the management of the shift roster and monitoring of operations metrics.
• Supports handover processes to ensure smooth shift transitions.
• Supports management of shift escalations from clients.
• Create dashboards for key metrics and flag near-breach situations.
• Help ensure services meet stated SLA levels.
• Ensure operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
• Monitor operational effectiveness and implement improvement plans.
• Balance client needs with NTT's strategic direction.
• Identify client issues and coordinate with service teams to resolve.
• Identify risks and propose appropriate solutions and actions.
• Perform other advanced operational tasks as required by leadership.

Skills

Customer service

Communication

Organizational skills

Problem solving

Cross-cultural collaboration

Pressure tolerance

Education

Information Technology or Business Administration or related field

Job description

NTT DATA is seeking a Senior Associate Technical Operations Specialist to support planning, coordination, and monitoring of operational activities for client delivery. You will work with internal service delivery teams to keep plans on track and continuously improve service delivery in a multinational setting.

The role emphasizes managing shift rosters, escalations, and performance dashboards, ensuring SLA compliance and cost-effective outcomes while aligning with NTT DATA's strategic direction