Managed Services Operations Coordinator

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The Associate Managed Services Operations Specialist is an entry level subject matter expert, responsible for learning the skills to work closely with internal service delivery teams to help 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 Associate Managed Services Delivery Operations Specialist is to ensure that less complex services are delivered effectively and efficiently by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients.

• Assists with the management of the shift roster and ensures that all operations metrics are monitored.
• Assists with ensuring that shift handover processes are adhered to and managed.
• Assists with the management of shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Contributes to ensuring that services are meet the stated service level agreement (SLA) levels.
• 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 the organization.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.
• Performs any other advanced operational tasks as required by leadership.
• Ensure timely response to incidents, alarms, and service requests.
• Coordinate with the team to prioritize and resolve issues based on severity and impact.
• Participate in incident response, escalation, and resolution procedures.
• Maintain incident documentation and generate reports for management review.
• Serve as a single point of contact for communication.
• Facilitate regular meetings to review performance, discuss ongoing projects, and share information.
• Maintain up-to-date documentation of standard operating procedures (SOPs) and incident resolutions.
• Ensure that knowledge base articles are created and updated to aid in issue resolution.
• Works closely with the Site Reliability/onsite engineers.

• Displays good customer service focus.
• Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Good organizational skills with the 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.
• Displays ability to analyze, design and improve operations processes.
• Ability to work across different cultures and social groups.
• Displays ability to work well in a pressurized environment and adapt to changing circumstances.
• Basic understanding of networking concepts and IT infrastructure.

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

• Entry level work experience gained in a managed service delivery within a large scale (preferably multi-national) technology services environment.
• Entry level experience gained in a managed service delivery environment including technical and service management exposure.
• Entry level experience in managing customer escalation situations and objection handling.
• Entry level demonstrated managed services operations experience.

On-site Working

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.