Job Information
NTT America Solutions, Inc. Associate Managed Services Operations Specialist in Jakarta Pusat, Indonesia
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?
The Associate Managed Services Operations Specialist is the entry level job within the Managed Services Operations Management team. This role works 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.
Working at NTT
Key Roles and Responsibilities:
Assists with the management of the shift roster and ensuring 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.
Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
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 NTT.
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.
Knowledge, Skills and Attributes:
Strong customer service focus.
Strong communication skills and ability to prepare structured, and relevant communications to operations leaders.
Ability to work in a fast paced and deadline driven environment.
Ability to build, manage and foster a team-oriented environment.
Ability to work creatively and analytically in a problem-solving environment.
Ability to quickly become proficient in delivery processes and related systems.
Demonstrated strong ability to analyse, design and improve operations processes.
Academic Qualifications and Certifications:
Bachelor’s degree or equivalent in Information Technology or Business Administration or related.
ITIL foundation certification.
Required Experience:
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.
Skills Summary
Business Acumen, Data Analysis, Information Technology Infrastructure Library (ITIL), Resource Scheduling, Service Delivery, Service Operations
Workplace type :
On-site Working
Equal Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.