Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
1. Service Delivery Oversight
- Ensure end-to-end delivery of IT infrastructure services (network, cloud, server, storage, workplace, EUC, and service desk).
- Maintain service levels and KPIs as per contractual commitments.
- Oversee incident, problem, and change management processes for compliance with ITIL standards.
- Conduct daily/weekly service reviews to track performance, risks, and escalations.
- Manage shift operations and ensure 24x7 coverage, including effective handover between teams.
2. Technical Governance & Operations
- Act as the technical authority across infrastructure towers, providing direction to SMEs and engineers.
- Review monitoring and alerting frameworks to ensure proactive issue detection.
- Oversee patching, upgrades, capacity planning, and system health checks.
- Drive root cause analysis (RCA) for major incidents and ensure timely preventive actions.
- Govern change implementation, ensuring risk assessment and rollback plans are in place.
3. Compliance, Security & Risk Management
- Ensure adherence to security baselines, data protection policies, and audit requirements.
- Work closely with the information security team for vulnerability remediation and compliance reporting.
- Maintain risk registers and implement mitigation plans for operational and service risks.
- Validate license compliance, software asset management, and infrastructure documentation.
4. People & Vendor Management
- Lead and mentor the operations teams (L1–L3 engineers, shift leads, service desk managers).
- Define clear roles, responsibilities, and performance metrics.
- Manage third-party vendors and OEM partners, including SLA and contract adherence.
- Drive training and upskilling programs to maintain technical capability across technologies.
- Foster a culture of accountability, collaboration, and continuous improvement.
5. Continuous Service Improvement (CSI)
- Identify and implement automation, orchestration, and optimization opportunities.
- Review operational trends to reduce recurring incidents and improve MTTR.
- Champion problem management initiatives and share lessons learned.
- Introduce knowledge management practices to build operational maturity.
- Develop and track improvement roadmaps aligned with client objectives.
6. Reporting & Stakeholder Communication
- Provide daily/weekly/monthly service dashboards and performance reports.
- Conduct service review meetings with clients and internal management.
- Present incident summaries, SLA compliance, and risk updates to leadership.
- Communicate proactively during major incidents and planned outages.
- Support governance forums, audits, and client satisfaction reviews.
- Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
- ITIL certification is desirable.
- Advanced demonstrated work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
- Advanced demonstrated experience gained in a Managed Services delivery environment including technical and service management exposure.
- Advanced demonstrated experience in managing customer escalation situations and objection handling.
- Advanced demonstrated Managed Services operations experience.
Workplace type:
On-site WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
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. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
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