Tech Operations Specialist — SLA-Driven Service Delivery

NTT Limited; Durban; On-site; ZAR 420,000 - 660,000; Full time

Job summary

NTT DATA is looking for a Senior Associate Technical Delivery Operations Specialist to support planning, coordinating and monitoring operational activities in Durban. You will help deliver on approved plans and continuously improve service delivery.

The role functions across shifts, with accountability for roster management, handovers, escalations, and monitoring key metrics to prevent SLA breaches. A customer-focused, analytical mindset is essential in a fast-paced environment.

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 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 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 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

Organization

Problem solving

Delivery processes

Operations

Cultural awareness

Pressure handling

Education

Information Technology or Business Administration degree

ITIL Foundation certification

CCNA knowledge (advantageous)

Security related certification or experience

3-5 years in a similar role

Job description

NTT DATA is looking for a Senior Associate Technical Delivery Operations Specialist to support planning, coordinating and monitoring operational activities in Durban. You will help deliver on approved plans and continuously improve service delivery.

The role functions across shifts, with accountability for roster management, handovers, escalations, and monitoring key metrics to prevent SLA breaches. A customer-focused, analytical mindset is essential in a fast-paced environment.