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.