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Managed Services Operations Specialist
2 months ago
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success.
We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.
Our Services
We offer a wide range of services, including business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity.
Our Culture
We are 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.
About the Role
We are seeking a seasoned and experienced Managed Services Operations Specialist to join our team. The successful candidate will work 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.
Key Responsibilities
- Manage the shift roster and ensure all operations metrics are monitored.
- Ensure shift handover processes are adhered to and managed.
- Manage in shift escalations from clients.
- Dashboards all key Metrics and manages the about to be breached situations.
- Ensure that services are meet the stated service level agreement (SLA) levels.
- Ensure that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
- Monitor the operational effectiveness of support services and develops and implements the required improvement plans.
- Balance the needs of the client with the strategic direction of NTT.
- Understand the core issues affecting the client and works with the relevant service teams to resolve.
- Identify needs, risks and issues and proposes appropriate solutions and courses of action.
- Provide input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
Requirements
- 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.
What We Offer
We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development.
