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Associate Service Operations Specialist

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NTT DATA

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Location:
Indonesia , Jakarta Pusat

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Associate Service Operations Specialist is an entry level subject matter expert, responsible for working 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 this role 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.

Job Responsibility:

  • 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 the company
  • 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
  • Performs any other related task as required

Requirements:

  • Displays customer service focus
  • Good communication skills and ability to prepare structured, and relevant communications to operations leaders
  • Displays ability to work in a fast paced and deadline driven environment
  • Displays 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
  • Some ability to analyze, design and improve operations processes
  • Bachelor's degree or equivalent in Information Technology or Business Administration or related field
  • Basic work experience in service delivery within a large scale (preferably multi-national) technology services environment
  • Basic experience gained in a service delivery environment including technical and service management exposure
  • Basic experience in managing customer escalation situations and objection handling
  • Basic demonstrated support operations experience

Nice to have:

ITIL foundation certification is preferred

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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