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NTT DATA
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Managed Services Operations Specialist

Managed Services Operations Specialist

NTT DATA

5 - 9 years

0 Lacs

karnataka

Posted:2 months ago| Platform: Shine logo

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Skills Required

service delivery sla management customer service communication skills analytical skills itil business administration managed services operations organizational skills

Work Mode

On-site

Job Type

Full Time

Job Description

As a Managed Services Operations Specialist at NTT DATA, you will play a critical role in ensuring the effective and efficient delivery of complex services to meet business needs for clients. You will work closely with internal service delivery teams to plan, coordinate, and monitor operational activities, aiming to deliver on approved operational plans and continuously improve service delivery. Key Responsibilities: - Manage the shift roster and monitor all operations metrics. - Ensure adherence to shift handover processes and manage in-shift escalations from clients. - Dashboard key metrics and manage situations that are about to breach. - Ensure services meet the stated service level agreement (SLA) levels. - Implement operational deliverables that enable cost-effective, client-centric delivery meeting SLAs. - Monitor operational effectiveness of support services and develop improvement plans. - Balance client needs with the organization's strategic direction. - Understand core client issues and collaborate with relevant service teams for resolution. - Identify needs, risks, and issues, proposing appropriate solutions and courses of action. - Provide input to Operations Managers and Service Managers during client reviews. - Perform any other advanced operational tasks as required by leadership. Knowledge and Attributes: - Excellent customer service focus. - Strong communication skills to prepare structured and relevant communications to operations leaders. - Exceptional organizational skills to thrive in a fast-paced, deadline-driven environment. - Proven ability to work creatively and analytically in problem-solving environments. - Quick proficiency in delivery processes and related systems. - Strong analytical skills to analyze, design, and improve operations processes. - Focus on achieving business outcomes. - Ability to work across different cultures and social groups. - Thrive in a pressurized environment and adapt to changing circumstances. Academic Qualifications and Certifications: - Bachelor's degree or equivalent in Information Technology, Business Administration, or related field. - ITIL foundation certification. Required Experience: - Extensive experience in Managed Services delivery within a large-scale, preferably multinational, technology services environment. - Experience in service delivery environment including technical and service management exposure. - Experience in managing customer escalation situations and objection handling. - Experience in Managed Services operations. Workplace Type: - Hybrid Working NTT DATA is an Equal Opportunity Employer where your career growth is encouraged in a diverse and inclusive workplace environment.,

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Managed Services Operations Specialist