Job Description

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.

Academic qualifications and certifications:

Bachelor's degree or equivalent degree in Information Technology or Computing or related field. ITIL certification is desirable.

Required experience:

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 Working

About 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.