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Service Delivery Expert

1 week ago

Halifax, Nova Scotia, Canada NTT DATA, Inc. Full time

We are looking for an experienced Service Delivery Expert to join our team at NTT DATA, Inc. This role is responsible for performing tasks in daily operations with a focus on Monitoring, Case Management, and Knowledge Management. The Service Delivery Expert conducts operational activities based on product-specific training and technical expertise.

Key responsibilities include proactive monitoring checks, proper alert triaging, response, and handling as part of reactive monitoring concepts, monitoring defined operational KPIs, reporting deviations and anomalies to the respective team, and using configured dashboards to analyze service interruptions and production outages.

This role also involves monitoring MRSNOW Queue for any cases assigned to Digital Operations and responding and resolving within the agreed SLA. The Expert will receive and answer user cases for 1st and 2nd level support, perform initial ticket triage and qualification, including validation of ticket priority, impact, and urgency, provide resolution of tickets in scope according to the defined use case knowledge base, and manage tickets and ticket queue in MRSNOW.

An ideal candidate should have experience in customer service and support functions, IT Operations, ITSM, and ITIL. Knowledge of state-of-the-art IT technology, especially in Monitoring & Observability Tools such as Datadog, Grafana, API Development, User Authentication, Applications Operations, Scripting, and Automation is an advantage. IT Service Management: ITIL v4, VAIT (BaFin), and understanding of core insurance business processes are essential.

Excellent communication skills, ability to work cooperatively and flexibly with other members of the team, and willingness to learn and share knowledge are required.