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 solid 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 serv

📌 Account Service Operations Sr Analyst (Noida)
🏢 NTT DATA Services
📍 Noida