Service Integration and Management Specialist

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 Senior Associate Integrated Services Operations Specialist is a developing subject matter expert required to support a wide range of global business growth demands, system capacity and infrastructure requirements within the Integrated Service Centre (ISC).

The ISC offers a wide range of globally standardized helpdesk services covering colocation service and platforms of hosting, cloud services, network, and security services.

Key responsibilities:

• Operates and maintains the overall IT infrastructure of the business unit to ensure stability, integrity, and operation efficiency.
• Monitors, maintains, supports and optimizes all aspects of the network and systems.
• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Dashboards all key metrics and manages the about to be breached situations.
• Ensures that services meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
• 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.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Knowledge of governance of a Services Desk Level 2 function to ensure the overall IT and Operations standard compliance.
• Developing ability to develop and maintain the operation framework, including process, procedures, and compliance.
• Displays customer service focus.
• Good communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Ability to work in a fast paced and deadline driven environment.
• Displays ability to work creatively and analytically in a problem-solving environment.
• Displays ability to quickly become proficient in delivery processes and related systems.
• Demonstrated strong ability to analyze, design and improve operations processes.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or a related field.
• ITIL intermediate (operational support and analysis) preferred.

Required experience:

• Seasoned experience in a similar role, preferably gained within a global IT organization.
• Moderate level of experience managing support in an organization supporting enterprise IT customers.
• Moderate level of client services / support management experience.
• Moderate level of experience working in a team-oriented, collaborative environment.
• Moderate level of experience of in-house / outsourced IT service delivery / management.
• Moderate level of experience with in-house or outsourced service delivery and/or management.
• Moderate level of experience of managing customer relationships and conducting service review meetings.
• Moderate level of experience managing and developing service level agreements.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. 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 $3 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.

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