Proactive Support Services Leader - End user analytics

Req ID: 68401 

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

NTT DATA Services currently seeks a Proactive Support Services Leader - End user analytics to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Daily:
Building and developing custom reporst leveraging SQL Reporting services and customized dashboarding to create end user analytics Reports based on customer request or that drive additional insights

Identifying top areas to focus on impriving

Developing, testing and validating recommended actions and impact
Enabling and enhacing Existing Service Desk L1 and L1.5 Support reduced AHT and Time to Resolution through use of the tools
Building custom Live Dashboards
KPI reporting
Working with NTT Data’s leveraged support teams for Desktop engineering, application support, Virtual Desktop teams and Networking / storage teams based on issues identified.
Integration with other analytics platforms to turn data into knowledge and recommeded actions
Work on development of automation self-healing sensors to improve overall operational health and stability
Sev 1 and 2 escalations and analysis
Weekly 2-3 meetings a week with various customer teams:
Top 10 issues based on Impact and number of users affected. Technical team meeting with Desktop Engineering, Service Desk leads, and Application teams (as appropriate).
Review actionable recommendations, discuss status of previous recommendations and measured impact and next steps
Review top 10 from ITSM lead by Service Desk team
Identify opportunities for automation and self healing.
Change Advisory meeting for testing reviewing and approving automated self-healing sensors.
Monthly:
Monthly executive review of progress, status, impact and progress.
Prioritization of actions and results from weekly meetings
Strategic initiatives (for example needs based device refresh) and desired analysis / reporting, OS Migration, Application rationalization etc.
Governance meetings to discuss access and changes to the infrastructure, rights, version upgrades patches etc.
Discuss timelines and estimates to prioritize custom reports and dashboards
Discuss timelines and estimates to prioritize self heal solutions and testing / approval plans.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.