NTT

7 months ago

Senior Associate Service Operations Specialist

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Last checked: 21 hours agoStatus: Live

Job Summary

Work with internal service delivery teams to plan, coordinate, and monitor operational activities that support approved operational plans. Ensure less complex services are delivered effectively by performing routine operations tasks, supporting a services model, and tracking shift rosters, handovers, escalations, and SLA performance. Monitor operational effectiveness of support services, maintain dashboards and metrics, and contribute to improvement plans and client review reporting.

Location: Yangon

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Assist in planning, coordination, and monitoring of operational activities and processes to deliver approved operational plans.
•Support the management of shift rosters, shift handovers, and client shift escalation processes.
•Monitor operational metrics via dashboards, manage “about to be breached” situations, and help ensure SLA levels are met.
•Monitor operational effectiveness of support services and contribute to required improvement plans.
•Provide input to Operations Managers and Service Managers during client reviews (e.g., service volumes and metrics).

Key Requirements

•Bachelor’s degree or equivalent in Information Technology, Business Administration, or a related field.
•ITIL foundation certification is preferred.
•Moderate experience in service delivery within a large-scale (preferably multinational) technology services environment.
•Experience managing customer escalation situations and objection handling in a service delivery environment.
•Demonstrated support operations experience and ability to quickly become proficient in delivery processes and related systems.

Experience:Technology services

Education:Bachelor's in Information Technology or Business Administration or related field

Skills:Customer service focusCommunicationAbility to work in a fast-paced environmentTeam-orientedProblem-solving

Certifications:ITIL foundation

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT