Make an impact at NTT Global Data Centers
Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.
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
Key Roles and Responsibilities:
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
Who we are
As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.
NTT Global Data Centers 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.
