Account Service Operations Sr Analyst

NTT
Noida
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 4-6 yearsSkills: ["Leadership","Conflict resolution","Customer service","Facilitation","Stakeholder management"]

Oversee ITIL-based service support and manage day-to-day IT service operations to ensure 24x7 availability and SLA compliance. Lead and mentor a shift team, handle escalations and critical incidents, and strengthen customer relationships through professional communications. Act as an ITIL SME for incident, problem, change, request, and service level processes, while improving reporting with Excel and Power BI dashboards and actionable operational insights.

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FursaFursa
NTT
NTT
1 month ago

Account Service Operations Sr Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Oversee ITIL-based service support and manage day-to-day IT service operations to ensure 24x7 availability and SLA compliance. Lead and mentor a shift team, handle escalations and critical incidents, and strengthen customer relationships through professional communications. Act as an ITIL SME for incident, problem, change, request, and service level processes, while improving reporting with Excel and Power BI dashboards and actionable operational insights.
Location: Noida
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage day-to-day IT service operations to ensure 24x7 availability and SLA compliance.
  • •Handle escalations, critical incidents, and customer communications professionally.
  • •Lead shift operations by guiding and mentoring team members and ensuring adherence to ITIL processes.
  • •Serve as an ITIL SME and support automation initiatives across ITSM and cloud infrastructure.
  • •Define and improve operational quality metrics and reports using Excel and Power BI to drive actionable insights.

Key Requirements

  • •4–6 years of relevant IT service management experience with team leadership or operations management.
  • •Strong understanding of ITIL processes and principles, including incident, problem, change, request, service level, and configuration.
  • •Proven experience managing operations plus customer/client relationships and escalations.
  • •Hands-on experience with ServiceNow ITSM (one or more versions).
  • •Advanced Excel and Power BI capabilities, including dashboards, data modeling, visualization, and reporting process enforcement.
Experience:4-6 yearsIT service management
Skills:LeadershipConflict resolutionCustomer serviceFacilitationStakeholder management
Tech Stack:ITILServiceNow ITSMExcelPower BISQL ServerJavaScriptJQueryWeb APIWCFAzureAWSVMware

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
WebsiteLinkedIn