Account Service Operations Sr Analyst

Req ID: 379432 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Account Service Operations Sr Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Job Description – Grade 7

Role Overview

In this role, you will oversee ITIL-based service support while taking ownership of operations management, team leadership, customer engagement, and reporting excellence. You will act as a Subject Matter Expert (SME) and/or Shift Lead, driving service quality, operational efficiency, and meaningful insights through innovative reporting.

Key Responsibilities

• Operations Management
  • Lead day-to-day IT service operations ensuring 24x7 availability and SLA compliance.
  • Manage escalations, critical incidents, and customer communications with professionalism.
  • Conduct operational reviews, identify gaps, and implement process improvements.
• Leadership & Team Management
  • Act as Shift Lead, guiding and mentoring team members to deliver consistent quality.
  • Manage team performance, workload distribution, and ensure adherence to ITIL processes.
  • Conduct training sessions and knowledge-sharing to build team capability.
• Subject Matter Expertise
  • Serve as SME for ITIL processes (incident, problem, change, request, service level, configuration).
  • Provide expert guidance on ITIL best practices and ensure adoption across teams.
  • Support automation initiatives in cloud infrastructure and ITSM tools.
• Customer & Client Engagement
  • Build strong relationships with customers and clients, ensuring satisfaction and trust.
  • Represent the team in client meetings, operational reviews, and executive presentations.
  • Proactively identify opportunities to improve service delivery and customer experience.
• Quality & Continuous Improvement
  • Define and monitor quality metrics for service delivery.
  • Drive accountability within the team for error reduction and process compliance.
  • Champion a culture of continuous improvement and innovation.
• Reporting & Analytics
  • Manage and improve operational reports using Excel and Power BI.
  • Innovate in report design and presentation to make insights meaningful, engaging, and actionable.
  • Avoid monotonous reporting by introducing visual storytelling, dashboards, and trend analysis.
  • Ensure reports and slides drive value by highlighting key metrics, root causes, and improvement opportunities.
  • Present data in a way that supports decision-making for leadership and clients.

Requirements

• Experience: 4–6 years of relevant IT service management experience, including team leadership or operations management.
• Strong understanding of ITIL processes and principles.
• Proven experience in managing operations, customers, and client relationships.
• Hands-on experience with ServiceNow ITSM (one or more versions).
• Knowledge of SQL Server, scripting languages (JavaScript/JQuery), Web API/Window Service/WCF.
• Good to have: Azure/AWS/VMware VM provisioning knowledge.
• Strong ability to create, document, and enforce processes.
• Expertise in Excel (advanced functions, pivot tables, macros) and Power BI (dashboards, data modeling, visualization).
• Excellent communication skills (verbal, written, executive presentation).
• Competencies in conflict resolution, customer service, facilitation, and stakeholder management.
• Positive attitude, problem-solving mindset, and ability to drive team quality.

Competencies

• Leadership & People Management
• Operational Excellence
• Customer-Centric Approach
• Quality Assurance & Continuous Improvement
• Technical Expertise in ITIL & Cloud Infrastructure
• Data Analytics & Reporting Innovation

About 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 a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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