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 a part of NTT Group, which invests over $3 billion each year in R&D.
Delivery Senior Analyst
Location
United States
Posted
13 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
Customer Support Representative - Shift Lead manages shift operations for the Service Desk, ensuring 24/7/365 coverage through effective scheduling and coordination. Serves as the point of escalation for complex or unresolved issues during their shift, ensuring timely resolution and maintaining a high standard of service delivery. The Shift Lead monitors day-to-day activities, ensuring compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Standard Operating Procedures (SOPs). They proactively oversee service quality, address operational challenges, and implement improvements to enhance customer satisfaction. Additionally, the Shift Lead fosters accountability and consistency across the team while supporting seamless IT service operations.
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Proficiency in ticketing systems and ITSM tools
- Ability to monitor and ensure SLA compliance
- Problem-solving skills
Qualifications
- Minimum 4 years work experience supporting service desk roles and/or requirements
- Ability to obtain a Public Trust clearance
Preferred Qualifications
- Bachelor's degree
Requirements
- Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $55,152 - $114,900.
- This range reflects the minimum and maximum target compensation for the position across all US locations.
- Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.
- This position may also be eligible for incentive compensation based on individual and/or company performance.
- This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
Job Requirements
- Minimum 4 years work experience supporting service desk roles and/or requirements
- Ability to obtain a Public Trust clearance
- Preferred Qualifications
- Bachelor's degree
- Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $55,152 - $114,900.
- This range reflects the minimum and maximum target compensation for the position across all US locations.
- Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.
- This position may also be eligible for incentive compensation based on individual and/or company performance.
- This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
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