Senior Associate Data Center Operations Analyst

Your role at a glance

Senior Associate Service Operations Specialist supports daily service operations in shift, client escalations, and operational performance monitoring to ensure service level agreements (SLAs) are consistently achieved.

Tracks key operational metrics, identifies potential service risks, and implements improvement initiatives to enhance operational efficiency and customer satisfaction.

Works closely with clients and internal teams to resolve issues, balance business priorities, and support continuous service improvement. Contributes to client reviews by providing operational insights and performance reports.

Requires strong communication, analytical, and problem-solving skills, with experience in service delivery, customer escalation management, ITIL practices, and technology services within a large-scale or multinational environment.

What we are looking for

• 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
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics)

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
• Proven ability to build, manage and foster a team-oriented environment
• Proven 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

Required Experience:

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