MS Operations Specialist (L2) at NTT Ltd.

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The Managed Services Operations Specialist is a seasoned and experienced role required to 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. The main responsibility of the Managed Services Operations Specialist is to ensure that complex services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for clients.

Working at NTT

Key Roles and Responsibilities:

• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures that services are meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of NTT.
• 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.
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).

Knowledge, Skills and Attributes:

• Strong customer service focus.
• Strong communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Ability to work in a fast paced and deadline driven environment.
• Proven ability to build, manage and foster a team-oriented environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Ability to quickly become proficient in delivery processes and related systems.
• Demonstrated strong ability to analyse, design and improve operations processes.
• Works on problems of diverse scope where analysis of information requiring evaluation of identifiable factors.
• Ability to resolve and assess a wide range of issues in creative ways and suggests variations in approach.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology or Business Administration or related.
• ITIL foundation certification.

Required Experience:

• 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.

Skills Summary

Business Acumen, Data Analysis, Information Technology Infrastructure Library (ITIL), Managed IT Services, Resource Scheduling, Service Delivery, Service Operations Management