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NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn’t stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provider, we help our people, clients, and communities do great...
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Working at NTT
- The Software Development Engineer is accountable for designing, developing, and testing software systems, modules, or applications for software enhancements and new products including cloud-based or internet-related tools. Incumbents within this job are responsible for detailed design for certain modules/sub-systems, doing prototype for multi-vendor infrastructure, and showcasing it internally or externally to clients. Design and develop functionality in a micro-services environment working with APIs, telemetry data, and running ML/AI algorithms on it, working with both structured and unstructured data.
Key Roles and Responsibilities:
- Design and develop solutions and functionality that drives the growth of business
- Write and test code
- Execute automated testing
- Participate in software deployment
- Deliver software components while working in collaboration with the product team
- Integrate and build solutions through automation and coding, using 3rd party software
- Craft, build, and debug large scale distributed systems
- Write, update and maintain the technical program, end-user documentation, and operational procedures
- Refactoring code
- Review code was written by other developers
Knowledge, Skills, and Attributes:
- Strong understanding of cloud architecture and services in multiple public clouds like AWS, GCP, Microsoft Azure, and Microsoft Office 365
- Fluent in programming languages such as C/C++, Java, Python, Node.js, etc.
- Foundation in data structures, algorithms, and software design with strong analytical and debugging skills
- Good understanding of micro services-based software architecture and experience with API product development
- Expertise with SQL and no-SQL data stores including Elasticsearch, MongoDB, Cassandra
- Experience with container run time (Docker, LXC/LXD)
- Familiar with agile practices and believes in test-driven development
- Ability to mentor junior engineers
- Possess a can-do attitude and one that takes initiative
- Good interpersonal skills
- Ability to work multi-functionally and work well as a team
- Ability to work well in a diverse team with different backgrounds and experience levels
- Ability to thrive in a dynamic, fast-paced environment
- Experience with CI/CD concepts and tools
Academic Qualifications and Certifications:
- ME/MTech in Computer Science or equivalent with related demonstrable experience or BE/BTech in Computer Science or equivalent with related demonstrable experience as a software engineer working on large scale systems
What will make you a good fit for the role?
Required Experience:
- ServiceNow platform experience is required
- Experience working with geo-distributed teams through innovation, bootstrapping, pilot, and production phases with multiple stakeholders to the highest levels of quality and performance
- Experience in working with large data sets and ability to apply proper ML/AI algorithms
- Two or more years developing micro-services and RESTful APIs
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Want to be a part of our team?
- Debugs software products through the use of systematic tests to develop, apply, and maintain quality standards for company products.
- Develops, modifies, and executes software test plans, automated scripts and programs for testing.
- Analyzes and writes test standards and procedures.
- Maintains documentation of test results to assist in debugging and modification of software.
- Analyzes test results to ensure existing functionality and recommends corrective action.
- Consults with development engineers in resolution of problems.
- Provides feedback in preparation of technical appraisals of programming languages, systems, and computation software.
- Ensures quality computer integration into the overall functions of scientific computation, data acquisition, and processing.
Working at NTT
- The primary responsibility of the Software QA Engineer is to monitor every phase of the development process to ensure that the design and software adhere to company standards. They develop and execute exploratory and automated tests to ensure product quality.
Key Roles and Responsibilities:
- Guide the planning, execution, reporting, and successful completion of QA activities for all new development cycles for various releases.
- Participate in Agile-related user story review meetings and/or work with relevant business stakeholders and developers to understand the new or modified application functionality.
- Work with the required user community (such as Regions) to understand business requirements, and address regional UAT concerns for each release by ensuring a comprehensive end-to-end testing coverage.
- Design and implement end-to-end test scenarios, as well as debugging and defining corrective actions.
- Review system requirements and track quality assurance metrics (e.g. defect densities and open defect counts).
- Perform and document risk analysis and record test progress and results. Performing thorough regression testing when bugs are resolved.
- Review requirements, specifications, and technical design documents to provide timely and meaningful feedback.
- Create detailed, comprehensive, and well-structured test plans and test cases.
- Design, develop, code, and execute automation scripts using open source tools.
- Identify, record, document thoroughly, and track bugs and develop and apply testing processes for new and existing products to meet client needs.
- Develop standards and procedures to determine product quality and release readiness.
- Make recommendations that will enable innovation and streamline overall testing processes.
- Research new tools, technologies, and testing processes as well as user interfaces for consistency and functionality.
- Support and document established QA processes and best practices in Agile Scrum development methodology and influence the continuous improvement of the QA activities.
Knowledge, Skills, and Attributes:
- Strong knowledge of software QA methodologies, tools, and processes
- Good interpersonal, communication, and organizational skills
- Good team players and maintain the integrity and display good attention to detail
- Ability to understand and analyze complex systems
- Solid knowledge of SQL and scripting
- Knowledge of software development process
- Familiarity with agile development such as Scrum
- Knowledge of software integrated development environments
- Ability to handle client and customer issues tactfully and professionally
- Good understanding of object-oriented programming
Academic Qualifications and Certifications:
- BS/MS degree in Computer Science, Engineering or a related subject
- Relevant certifications such as Leading SAFe would be advantageous
Required Experience:
- Demonstrated hands-on testing experience in AGILE/DevOps Methodology, Continuous Integration, and Continuous Delivery
- Proven work experience in software development
- Proven work experience in software quality assurance
- Experience working in an Agile/Scrum development process
- Experience with performance and/or security testing is a plus
- Hands-on experience with automated testing tools
- Experience working within a geographically dispersed company is desirable
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Want to be a part of our team?
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
- Provides support to customers/users where the product is highly technical or sophisticated in nature.
Working at NTT
- The MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions .The MS Engineer s responsible for managing tickets of low to high complexity.
Key Roles and Responsibilities:
- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
- Perform necessary checks, apply monitoring tools and respond to alerts
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
- Assist in analyzing, assigning, and escalating support calls
- Investigate third line support calls assigned and identify the root cause of incidents and problems
- Report and escalate issues to 3rd party vendors if necessary
- Provide onsite technical support to clients and provide field engineering services to clients
- Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
- Proactively identify opportunities for work optimization including opportunities for automation of work
Knowledge, Skills, and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Required Experience:
- Demonstrated work experience
- Must have Microsoft Teams experience and also worked with Audio Codes gateways and SBC's
- Demonstrated experience required in Engineering function within a medium to large ICT organization
- Demonstrated experience of Managed Services
- Demonstrated working knowledge of ITIL processes
- Demonstrated experience working with vendors and/or 3rd parties
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Want to be a part of our team?
- The purpose of the role is to understand our customers and how best to serve them, relevant to the market and current market trends, through training and quality management systems and by implementing best practice methodologies.
Working at NTT
Service delivery
- Ensures provision and achievement of all operational training requirements
- Ensures that all statutory training and reporting requirements are met
- Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
- Establishes facilities standards for training delivery and ensures standards are met
- Establishes and implements all relevant policies and procedures for CX delivery
- Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
- Ensure Training Needs Analysis are conducted following the Merchants methodology
- Defines and develop customized programmes based on the needs they have identified
- Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
- Ensures team members’ knowledge of the business product, systems & processes is current and relevant
- Observe Facilitation and review Material to ensure delivery to the required standards
- Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
- Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
- Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified areas
- Collaboration and Optimization
- Collaborates with stakeholders to determine training requirements and priorities
- Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
- Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
- Conducts regular calibration sessions to ensure the validity and reliability of results
- Enhance Customer Success quality management system, informed by best practices and in collaboration with BPS
- Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
- Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
- Identifies trends and common challenges, collaborate with peers, and makes recommendations for solutions
- Governance, Compliance and Best Practice
- Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
- Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
- Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service
- Escalations
- Ensures disputes and complaints are effectively investigated, managed and tracked
- Identifies and escalates risks and quality issues to resolve them as efficiently as possible.
- CX Reporting
- Review and analyze customer experience feedback and performance metrics, such as customer satisfaction and NPS, identify training and other improvement opportunities and report on insights and recommendations.
- Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
- Identifies, establishes and conducts reporting and analysis on Business interventions, using methodology in line with the COE and Merchants best practices, showcasing pre- and postassessment methodologies and ROI models.
- Track progress made in the implementation of recommended and actions.
- People Management
- Leadership
- Leads by example in living the values of the organisation
- Ensures the department is fully equipped to handle the work load and distribute work flow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Attraction & Selection
- Ensures appropriate staffing and action accordingly
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Ensures appointments are in line with EE targets / strategy
- Selects and places candidates in terms of agreed recruitment and selection process
- Retention
- Develops and empowers people, recognizing and rewarding value-added performance
- Training and Development
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans
- Career Pathing and Succession Planning
- Identifies, manages and develops talent
- Performance Management
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action
Knowledge
- Minimum 4 Years CX Experience
- Experience of Training environment
- Experience of QA environment
Skills
- Collaboration (L2)
- Oral and Written communication (L2)
- Analytical (L2)
- Planning and Organization(L3)
- Technical Expertise (L3)
Attributes
- Influence (L3)
- Impact (L3)
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What You'll Be Doing
- The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients. They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.
Key Role and Responsibilities:
- Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forums
- Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members
- Assist with resource planning and deployment according to the requirements of the service contract
- Responsible for planning and executing the delivery of services that NTT is contractually bound to deliver in terms of the contracts held by clients
- Work with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clients
- Assist with the provision of quotations and accurate pricing for services required by the client
- Participate in the negotiation of service level agreements and the details of the contract
- Ensure the management of incidents and problems and respond to escalated queries
- Manage calls logged to ensure effective and timeous resolution
- Conduct regular feedback sessions with the client to report on contract performance and contract activities
- Conduct regular vendor meetings using measurable criteria to report and manage vendor performance
- Compile and maintain accurate documentation on vendor processes and procedures and incorporate these into the NTT processes to ensure seamless and efficient service delivery to the client
- Understands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilities
- Setup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contract
- Contribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contract
- Ensure the compilation and distribution of the relevant service delivery and operations reports to the relevant forums
- Analyse metrics and report on contract performance
- Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery
Knowledge, skills and attributes:
- Display strong orientation towards ensuring client satisfaction and service delivery
- Reliable and are able to produce a high quality of work
- Excellent verbal and written communication skills and are able to engage across all levels in the business
- Ability to effectively manage work processes and proactively manage situation to achieve the desired outcomes
- Good people management and leadership skillsv
- Proven ability to build, manage and foster a team-oriented environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Ability to quickly become proficient in client processes and related systems
- Demonstrated strong ability to analyze, design and improve business processes
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent in a related field
- ITIL qualification and other technical certifications preferred
Experience required:
- Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.
- Demonstrated experience in managed services and service delivery environment including technical and service management exposure.
- Demonstrated experience in developing establishing processes and enforcing adherence to processes policies
- Outsourcing operations experience
- Customer Support Operations experience
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Working at NTT
- The role of Contact Centre Management is to take overall responsibility for the performance and ongoing development of Call Centre Agents. The primary responsibility of Call Centre Management is to ensure the delivery of client contractual obligations.
Key Role and Responsibilities:
- Manage operational costs through effective resource management
- Ensure that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
- Take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
- Ensure all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
- Ensure the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
- Identify areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assume accountability in any projects undertaken by the business unit, ensuring that effective management occurs, and deliverables are achieved in a timely and cost-effective manner
- Ensure consistency and standardisation with the client’s other operations
- Maintain positive client relationships and alerts management to operational delivery issues.
- Provide effective operational client management and ensures that all client engagements are managed professionally
- Leads by example in living the values of the organisation and strives to ensure that the department is fully equipped to handle the workload
- Coach the team(s) to ensure a full understanding of consequences of errors
- Create an environment that fosters teamwork and cooperation amongst the team
- Ensure consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Ensure appropriate staffing capacity requirements
- Develop and empower people, recognizing and rewarding value-added performance
- Continually strive to upskill and motivate employees through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
Knowledge, skills and attributes:
- Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
- Excellent ability to manage and lead a team of Call Centre Agents and other Call Centre operations team(s)
- Excellent verbal and written communication skills
- Deep technical expertise
- Ability to effectively plan and organise and work under pressure
- Understanding and application of Change Management principles and practices
- Ability to proactively find solutions to complex problems
- Excellent team player who displays good client service orientation with well-developed administrative and organisation skills
- Meticulous attention to detail
- Ability to build rapport and engage effectively with a variety of stakeholders
Academic Qualifications and Certifications:
- Relevant Bachelor’s degree or equivalent in a Management-related field
Relevant certification(s) requried
Experience required:
- Relevant demonstrated operations management experience gained within a Call Centre/BPO environment
- Relevant demonstrated experience operationally managing a team(s) within a Call Centre operations environment
- Proven experience coaching, developing and mentoring a team of Call Centre agents
- Proven leadership experience
go to method of application »
What You'll Be Doing
- The role of Contact Centre Management is to take overall responsibility for the performance and ongoing development of Call Centre Agents. The primary responsibility of Call Centre Management is to ensure the delivery of client contractual obligations.
Key Role and Responsibilities:
- Manage operational costs through effective resource management
- Ensure that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
- Take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
- Ensure all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
- Ensure the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
- Identify areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assume accountability in any projects undertaken by the business unit, ensuring that effective management occurs, and deliverables are achieved in a timely and cost-effective manner
- Ensure consistency and standardisation with the client’s other operations
- Maintain positive client relationships and alerts management to operational delivery issues.
- Provide effective operational client management and ensures that all client engagements are managed professionally
- Leads by example in living the values of the organisation and strives to ensure that the department is fully equipped to handle the workload
- Coach the team(s) to ensure a full understanding of consequences of errors
- Create an environment that fosters teamwork and cooperation amongst the team
- Ensure consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Ensure appropriate staffing capacity requirements
- Develop and empower people, recognizing and rewarding value-added performance
- Continually strive to upskill and motivate employees through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
Knowledge, skills and attributes:
- Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
- Excellent ability to manage and lead a team of Call Centre Agents and other Call Centre operations team(s)
- Excellent verbal and written communication skills
- Deep technical expertise
- Ability to effectively plan and organise and work under pressure
- Understanding and application of Change Management principles and practices
- Ability to proactively find solutions to complex problems
- Excellent team player who displays good client service orientation with well-developed administrative and organisation skills
- Meticulous attention to detail
- Ability to build rapport and engage effectively with a variety of stakeholders
Academic Qualifications and Certifications:
- Relevant Bachelor’s degree or equivalent in a Management-related field
Relevant certification(s) requried
Experience required:
- Relevant demonstrated operations management experience gained within a Call Centre/BPO environment
- Relevant demonstrated experience operationally managing a team(s) within a Call Centre operations environment
- Proven experience coaching, developing and mentoring a team of Call Centre agents
- Proven leadership experience
Method of Application
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