Ms Operations Specialist

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

**Working at NTT**

The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients. They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.

**Key Role and Responsibilities**:

- Manage, configure and upgrade a wide variety of security technologies such as Imperva WAF, Bluecoat Proxy, Nessus Tenable
- Respond to managed security technologies fault alerts and/or customer escalation
- Troubleshoot product-specific technical issues within SLA and work with internal teams/external vendors to resolve technical issues
- Perform incident/problem escalation within SLA to internal technical teams or external product vendor
- Prepare and submit Incident Reports on high severity incidents
- Respond to inbound Change Requests (CRs), Service Requests (SRs) or other queries within SLA.
- Perform regular configuration backups on managed security products
- Plan and coordinate Maintenance Windows with customer on necessary software patching and version upgrades.
- Create and update technical documentations on managed security technologies
- Generate monthly reports according to service scope requirements
- Adhere to organization and project security policies, procedures and security best practices

**Knowledge, skills and attributes**:

- Display strong orientation towards ensuring client satisfaction and service delivery
- Reliable and are able to produce a high quality of work
- Excellent verbal and written communication skills and are able to engage across all levels in the business
- Ability to effectively manage work processes and proactively manage situation to achieve the desired outcomes
- Good people management and leadership skillsv
- 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 client processes and related systems
- Demonstrated strong ability to analyze, design and improve business processes

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent in a related field
- ITIL qualification and other technical certifications preferred
- Imperva, bluecoat platform certifications preferred

**Experience required**:

- 6+ years of overall IT experience with preference being in Cybersecurity;
- Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.

**What will make you a good fit for the role?**

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being **your best self -** in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and differen