Senior Associate Managed Services Operations Specialist at NTT Ltd.

Your day at NTT DATA

• We are seeking an experienced Senior Associate Managed Services Specialist to provide technical support and operational management across SAP environments, server infrastructure, networking, security monitoring, and managed services operations. The successful candidate will be responsible for maintaining system availability, supporting SAP users, managing server environments, monitoring security posture, ensuring backup and recovery processes are effective, and delivering exceptional customer service to internal and external stakeholders.
• This role requires strong infrastructure knowledge, hands-on exposure to SAP environments, networking expertise, server administration capabilities, and the ability to build and maintain effective customer relationships.

Key Responsibilities
SAP Support & Administration

• Provide first-line and second-line support for SAP users.
• Assist with SAP user access management and permissions administration.
• Support SAP system operations and troubleshoot user-related issues.
• Collaborate with business and technical teams to ensure SAP system availability and performance.
• Maintain documentation related to SAP support processes and procedures.

Infrastructure & Server Management

• Monitor and maintain server environments to ensure optimal system performance.
• Support Windows Server infrastructure and related enterprise services.
• Perform routine health checks, patching, maintenance, and system upgrades.
• Manage server incidents and coordinate resolution activities.
• Participate in disaster recovery planning and testing.

Backup & Recovery Management

• Execute and monitor scheduled backup processes.
• Verify backup frequencies and ensure successful completion according to business requirements.
• Conduct backup restoration testing and recovery validation.
• Maintain backup documentation and reporting.
• Support business continuity and disaster recovery initiatives.

Networking Support

• Support and troubleshoot enterprise network connectivity issues.
• Monitor network performance and availability.
• Assist in maintaining LAN, WAN, VPN, and related network infrastructure.
• Work with network teams to resolve escalated incidents and identify root causes.

Security Monitoring & Compliance

• Monitor infrastructure security posture and report potential risks.
• Support user access reviews and security compliance activities.
• Ensure adherence to organizational security standards and policies.
• Participate in vulnerability remediation and security improvement initiatives.
• Escalate security incidents in accordance with established procedures.

Customer Relationship Management

• Build and maintain strong relationships with customers and stakeholders.
• Deliver excellent customer service and timely incident resolution.
• Manage customer expectations and communicate effectively during service disruptions.
• Participate in service review meetings and continuous improvement initiatives.
• Ensure high levels of customer satisfaction through proactive support and engagement.

Required Qualifications
Education

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.

Certifications
The following certifications are preferred and/or beneficial:

• CompTIA A+
• CompTIA Network+ (N+)
• CompTIA Server+
• Microsoft Certified Systems Engineer (MCSE) or equivalent Microsoft certifications
• ITIL Foundation (advantageous)
• SAP-related certifications (advantageous)

Required Experience

• 5+ years of experience in Managed Services, Infrastructure Support, or Systems Administration.
• Experience supporting SAP users and SAP environments.
• Working knowledge of SAP security and user access administration.
• Experience working within Windows Server environments.
• Experience with enterprise backup and recovery solutions.
• Experience monitoring system availability, performance, and security.
• Exposure to networking infrastructure and troubleshooting.
• Experience working in customer-facing technical support environments.
• Experience with service management and incident management processes.

Technical Skills

• SAP user support and administration.
• Windows Server administration.
• Server infrastructure management.
• Backup and recovery solutions.
• Active Directory administration.
• Network troubleshooting and support.
• Security monitoring and compliance awareness.
• Incident, problem, and change management.
• Microsoft technologies and enterprise platforms.
• System monitoring and reporting tools.

Key Competencies

• Strong customer relationship management skills.
• Excellent problem-solving and analytical abilities.
• Strong communication and stakeholder management skills.
• Ability to work independently and within a team environment.
• Attention to detail and commitment to service excellence.
• Ability to prioritize tasks in a fast-paced environment.
• Strong documentation and reporting skills.
• Continuous improvement mindset.