Senior Associate Integrated Services Operations 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.

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.
• Ability to develop and maintain the operation framework, including process, procedures, and compliance.
• Customer service focused approach.
• Good communication skills and ability to prepare structured, and relevant communications with stakeholders.
• 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:

• Experience in a similar role, preferably gained within a global IT organization.
• Experience managing support in an organization supporting enterprise IT customers.
• Experience with client services / support management as well as managing customer relationships and conducting service review meetings.
• Experience with in-house / outsourced IT service delivery / management.
• Experience managing and developing service level agreements.

Workplace type:

Hybrid Working

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 include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.