NTT DATA seeks a highly skilled Account Service Operations Sr Analyst to join our dynamic team in Noida, India. This role is pivotal in overseeing ITIL-based service support, driving operational excellence, and ensuring client satisfaction. You will be instrumental in leading a team, managing complex operations, and delivering insightful reporting.

As a Subject Matter Expert (SME) and potential Shift Lead, your focus will be on enhancing service quality, optimizing operational efficiency, and championing innovative reporting techniques. This is an exciting opportunity to grow with a leading global IT services provider committed to digital transformation and responsible innovation.

This senior analyst role involves leading day-to-day IT service operations, ensuring 24x7 availability and stringent SLA compliance. You will manage critical incidents and escalations, fostering strong customer and client relationships through professional communication. Acting as a Shift Lead, you will mentor team members, manage performance, and uphold ITIL processes.

Key duties include serving as an ITIL SME for incident, problem, change, and service level management, supporting automation initiatives, and driving continuous improvement. You will also innovate reporting using Excel and Power BI, transforming data into actionable insights and supporting leadership decision-making.

We are looking for candidates with 4-6 years of relevant IT service management experience, including proven leadership or operations management skills. A strong grasp of ITIL principles and hands-on experience with ServiceNow ITSM are essential. Proficiency in SQL Server, scripting languages like JavaScript/JQuery, and web service technologies is required.

Expertise in advanced Excel functions and Power BI for dashboarding and data modeling is crucial. Excellent communication, conflict resolution, and customer service skills are expected. Knowledge of Azure, AWS, or VMware provisioning is a plus. A positive attitude and a problem-solving mindset are key to driving team quality and operational success.