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Senior Associate Service Operations Specialist

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NTT DATA

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Location:
Myanmar , Yangon

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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 Senior Associate Service Operations Specialist is a developing subject matter expert, responsible for working closely with internal service delivery teams to assist with the planning, coordination and monitoring of 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
  • Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics)
  • Performs any other related task as required

Requirements:

  • Bachelor’s degree or equivalent in Information Technology or Business Administration or related field
  • 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
  • ITIL foundation certification is preferred
  • Displays customer service focus
  • Good communication skills
  • 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
  • Developing ability to analyze, design and improve operations processes

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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