Fresh Jobs at NTT Ltd.

Your day at NTT DATA

• As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction.
• Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analysing, and logging issues before they escalate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.
• You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.
• Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

To thrive in this role, you need to have:

• Moderate-level experience in managed services roles handling cross-technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and experience working with vendors and third parties.
• Proficiency in planning activities and projects, taking changing circumstances into account.
• Ability to work longer hours when necessary and adapt to changing circumstances with ease.
• Proven ability to communicate effectively and work across different cultures and social groups.
• Positive outlook and ability to work well under pressure.
• Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.
• Bachelor's degree in IT/Computing or equivalent work experience.

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Your day at NTT DATA

• The Senior Vendor Relations Specialist is an advanced subject matter expert, responsible for client satisfaction by ensuring that services are delivered according to agreed service level agreements (SLA) and other contractual performance requirements.
• This role has the required advanced ability to manage coordinated delivery of service and manage compliance to agreed performance standards.

Key responsibilities:

• Respond to new or changed business needs and/or services and determine and define the requirement for new or updating existing vendor contracts.
• Negotiate service level agreements with vendors that meet business requirements.
• Agrees and signs the required contract with the vendor, ensuring conformance to strategy and process.
• Analyse vendor performance against contract and provide feedback to relevant stakeholders on performance delivery.
• Work with commercial and contract management team to process contract renewals, managing schedule of contract termination dates to meet renewal or termination process requirements.
• Agree points of interaction and escalation with the client and vendor, ensuring the continuous delivery of the service according to the SLA.
• Ensure that the scope of services offered by the vendor is delivered against and that the quality of service delivered is managed appropriately.
• Determines the impact of service improvements identified in relation to the vendor and documents and ensures the appropriate actions are implemented by the vendor.
• Obtain vendor programme requirements and provide information to business on the gaps and requirements to close these in order to maintain the chosen level of vendor accreditation.
• Monitor and analyse trends in company spending and inventory control in order to make recommendations for the future, and to identify areas for possible savings.
• Develop, establish, implement, and enforce supplier and outsourcer guidelines, obligations, and service level agreements to the organisation.
• Maintain a catalogue of preferred suppliers/vendors and develop performance metrics for each category of vendor.

Performs any other related task as required.

To thrive in this role, you need to have:

• Ability to establish strong relationships with internal stakeholders and external stakeholders.
• Excellent written and verbal communication skills.
• Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services.
• Advanced knowledge of accounting, finance, marketing, and logistics.
• Ability to work in high-pressure environments.
• Ability to manage urgent and complex tasks simultaneously.
• Advanced business acumen and commercial skills.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Displays excellent persuasion and influencing ability.
• Detailed, meticulous and highly organized.
• Proactive in approach with excellent facilitation skills.

Academic qualifications and certifications:

• Bachelor's degree in supply chain management, marketing, business administration, or a related field.
• ITIL certification is preferable.

Required experience:

• Advanced demonstrated contract / supplier management experience preferably in a multi-national environment.
• Advanced stakeholder engagement experience.
• Advanced demonstrated understanding of the contract lifecycle management.
• Advanced experience managing expectations when balancing alternatives against business and financial constraints.