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**:

- Create security reports used for troubleshooting and problem resolution;
- Integrating various platforms with CyberArk, such as different LDAP providers, Windows Servers, UNIX Servers, Databases and networking Devices;
- Interpretation and analysis of corporate security standards and baselines;
- Central Policy Manager (CPM) policies management or redistribution;
- Perform health check monitoring on all CyberArk severs to ensure consistent availability of system to end user;
- Responsible for Privileged User account administration of various Windows and UNIX accounts using CyberArk components;
- Assist architects/engineers to collect data and generate reports per specifications;
- Maintain Security Support Documentation.
- Knowledge on CPM and PSM connector customization.
- Knowledge on NAC (Network Access Control) solutions such as Forescout.

**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
- CyberArk Platform certification 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.
- Demonstrated experience in managed services and service delivery environment including technical and service management exposure.
- Demonstrated experience in developing establishing processes and enforcing adherence to processes policies
- Outsourcing operations experience
- Customer Support Operations experience

**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 s