Make an impact with NTT DATA
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Job Summary:
The Operations Manager will be responsible for overseeing day-to-day service delivery operations, ensuring SLA compliance, optimizing resource utilization, and driving continuous improvement across client engagements. This role requires strong leadership, analytical thinking, and stakeholder management skills to ensure high-quality service and operational excellence.
Knowledge, Skills, and Abilities:
- Excellent interpersonal and stakeholder management skills.
- Knowledge of operational metrics and performance tracking.
- Ability to identify process inefficiencies and implement improvements.
- Strong organizational and time management skills.
- Good understanding of incident management activities.
- Ability to work under pressure and adapt to fast-paced environments.
Key Responsibilities:
- Oversee operations for enterprise VC infrastructure, including Cisco endpoints, and AV meeting.
- Develop and implement operational strategies to improve efficiency and reduce penalties.
- Plan and manage weekend and holiday support coverage. Ensure availability of onsite and remote support resources.
- Prepare and present operational reports and improvement plans to clients and senior management.
- Conduct regular performance reviews and training sessions.
- Identify gaps in current processes and implement corrective actions.
- Lead & mentor L1–L3 VC support teams, ensuring SLA compliance, timely escalations, and high customer satisfaction.
- Manage incident, problem, and change management activities following ITIL best practices. RMA processes
- Monitor platform health, room readiness, and performance.
- Collaborate with IT, AV, Facilities, and OEM partners to resolve complex issues and support room upgrades.
- Conduct clients weekly/monthly/Quarterly service reviews, presenting performance metrics & operational insights.
- Drive standardization, documentation, SOP creation, and continuous improvement initiatives.
- Plan and coordinate AV/VC upgrades, migrations, and new room deployments.
- Optimize resource utilization, including staffing, vendor engagement, and contract management.
Qualification: BE/B. TECH/ Diploma in IT
Desired Experience:
- Minimum 5-6 years of experience in operations or service delivery management.
- Proven track record of managing cross-functional teams and client engagements.
- Experience in handling SLA-driven environments and escalation management.
Workplace type:
On-site WorkingAbout 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.
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