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The Senior Associate Quality Assurance role at NTT DATA involves ensuring the performance of application technologies like ErP and Middleware. The position requires proactive incident management, effective communication, and collaboration with teams. A bachelor's degree in IT or equivalent experience is essential. Join a diverse workplace focused on innovation and client success.
Job Responsibility:
Ensure that our clients' packaged application technologies, such as ErP and Middleware, are always in top shape
Proactively monitor, investigate, and resolve application-based incidents, service requests, and alerts
Handle second-line support with a medium level of complexity, focusing on resolving client requests and issues without breaching any service level agreements (SLAs)
Update tickets with resolution tasks
Log incidents promptly
Communicate with other teams and clients to extend support
Execute changes carefully and ensure that all changes are properly documented and approved as part of the change management process
Work with automation teams to optimize efforts
Coach Service desk and L1 teams
Lead initial client escalations for operational issues
Identify problems before they impact client services
Contribute to producing trend analysis reports for continuous improvement
Support project work
Execute approved maintenance activities
Assist in implementing and delivering disaster recovery functions
Requirements:
Hands-on experience managing platforms, including ErP, Middleware, and other business-critical software
Moderate experience in managed services with knowledge of using ticketing tools like ServiceNow
Ability to handle multiple tasks, execute change management duties, and lead troubleshooting processes effectively
Ability to plan activities and adapt quickly to changing circumstances
Effective communication skills and the ability to work across different cultures and social groups
Active listening skills to understand clients' needs and craft a positive client experience
Capacity to maintain a positive outlook, even in a pressurized environment, and put in extra effort when necessary
A bachelor’s degree in information technology/computing or equivalent work experience
What we offer:
Workplace embraces diversity and inclusion
A place where you can grow, belong and thrive
Part of a global company with experts in more than 50 countries