Systems Administration Senior Analyst

Req ID: 346839 

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 Systems Administration Senior Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Desktop Team Leader is responsible for managing the team and providing technical oversight.

You will have a good working knowledge of the Windows OS environment, Office and basic network knowledge, supported by an IT qualification. You will also be comfortable with working remotely to support users.

You will have experience of working in a Desktop environment and have excellent customer skills.

You will be capable of managing your work time, be able to resolve IT queries following logical analysis, work as part of a team, have a ‘can-do’ attitude and complete calls / tasks by agreed deadlines. 

You will act as an escalation point to the offshore engineer L2/L3 team and UK service leads.

The successful candidate will need an understanding of ITIL methodology, excellent administration and communication skills. 

You will be a customer champion within NTT DATA.

Key Responsibilities

Technical

• Assist all IT departments in project work as and when required

• Provide a reliable and knowledgeable source of information on IT hardware, software and working practice.
• Conduct proactive management of customer environment, identifying potential improvements to deliver increased stability, availability and performance.

• Keep abreast of new developments in software and hardware

Administrative

• Excellent written and verbal communication skills in English.
• Managing Incidents, Problems, Requests and Changes in line with ITIL best practice and ensuring that agreed SLA’s and KPI’s for the service are maintained.
• Liaise with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service is delivered to CLIENT and bring failing requests to the attention of the delivery manager.
• Develop sound knowledge of all IT processes.
• Ensure that all legal and legislative requirements in relation to IT are adhered to and followed.
• Manage rotas and administration of direct reports
• Ensure day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues.
• Maintain and update the knowledge base and other tools on a regular basis –                                                     detailing known issues & their work-around detailing common/recurring issues & resolution steps
• Strictly adhere to NTT DATA and Client policies, processes and guidelines – including timesheet submission, leave communication/logging, the Security Management Plan etc.
• Maintenance of records and documentation.

Customer / User

• Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution.
• Contribute towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contribute towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager.
• Understand the applicable scope, roles and responsibilities detailed in the contract and carry out the outlined activities efficiently on a day-to-day basis.
• Participate in cross-training sessions across NTT DATA supported services and develop skills to enable support of other services.
• Participate in project meetings and provide operational inputs and consultancy. Ensure operational requirements are delivered and formal hand-over is completed before projects go live
• Highlight any operational risks, concerns or issues to the NTT DATA Service Delivery Manager as early as possible
• Other reasonable duties as determined from time to time

Essential Criteria:

• Previous experience as a technical team leader
• Working with UK based clients and customers
• Excellent reporting skills
• Experience of working in an ITIL environment
• Experience of working with 3rd party vendors to resolve incidents
• Proactively liaising with users in non-technical manner.
• Managing difficult users.

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 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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