Ms Operations Specialist

4 weeks ago

Johannesburg, South Africa NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

The MS Operations Specialist (L1) works closely with internal service delivery teams to support with planning, coordinating and monitoring 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 MS Operations Specialist (L1) is to ensure that services are delivered effectively and efficiently by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients.

**Working at NTT**

**Key Roles and 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.

**Knowledge, Skills and Attributes**:

- Strong customer service focus.
- Strong communication skills and ability to prepare structured, and relevant communications to operations leaders.
- Ability to work in a fast paced and deadline driven environment.
- Ability to build, manage and foster a team-oriented environment.
- Ability to work creatively and analytically in a problem-solving environment.
- Ability to quickly become proficient in delivery processes and related systems.
- Demonstrated strong ability to analyse, design and improve operations processes.
- Ability to work on problems of moderate scope, often varied and nonroutine where analysis requires a review of a variety of factors.
- Ability to focus on providing standard professional advice and creating initial analysis for review.

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent in Information Technology or Business Administration or related.
- ITIL foundation certification.

**Required Experience**:

- Moderate level work experience gained in a managed service delivery within a large scale (preferably multi-national) technology services environment.
- Moderate level experience gained in a managed service delivery environment including technical and service management exposure.
- Moderate level experience in managing customer escalation situations and objection handling.
- Moderate level demonstrated managed services operations experience.

**Skills Summary**

Business Acumen, Data Analysis, Information Technology Infrastructure Library (ITIL), Resource Scheduling, Service Delivery, Service Operations

**Workplace type**:
Hybrid Working

**Equal Opportunity Employer**

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future

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