Client Experience Specialist at NTT Ltd
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are
renowned for our technical excellence and leading innovations, and for making a
difference to our clients and society. Our workplace embraces diversity and
inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Client Experience Specialist (CXS) Specialist’s role is
to ideate & map, optimize, and enhance the end-to-end client journey in the
organization using a data-driven approach.
He/She partners closely with internal and external
stakeholders to collect feedback & information, create journey maps &
standard operating procedures that provide insights to client needs, drive
improvement of client experience, and create operational efficiencies.
The CX Specialist creates high value journeys and
initiatives for our Crew and Clients Experience Journey as they interact with
our growing portfolio of services, applications, products and solutions.
The CX Specialist plays a critical role in implementation, monitoring and
developing new initiatives that provide service insights leading to action for
our business. He/She brings proven methods and solutions to improve the way we
work, how we support our customers.
To thrive in this role, you need to have:
- Lead
discovery sessions to deeply understand the current customer experience
today, perform research with our Crew and Clients to understand more, and
work cross-functionally to define the future state.
- Apply
design thinking in collaborative environments to innovate and improve the
Crew and Client Experience.
- Use
Voice of the Customer Program and operational data to gain insight across
the customer journey and use date to ideate, design and implement best
experience journeys across different touch point.
- Evaluate
interactions with all systems and channels to help identify key areas of
opportunity for improvement.
- Determine
root-cause for complaints related to Crew and Client Experience that are
not on a high value journey and develop initiatives to get them back on
track
- Work
closely with internal and external partners to plan and execute strategic
initiatives and defined experience journeys.
- Set
and communicate goals, action plans, and key metrics for business
functions aligned to Service Experience Enhancement
- Create
standardized playbooks and interventions for each point in the customer
journey
- Develop
key benchmarks and measures of success aligned to Client and Crew
Experience.
QUALIFICATIONS, EXPERIENCE, SKILLS & KNOWLEDGE
Qualification:
- Bachelor’s
degree; concentration in Business, Marketing or Communications or
equivalent experience
- Client
Experience Certification – CXS
- Service/Client
Journey Design certification and experience.
- IT
Background or having worked in an IT organization highly desirable.
- Project
Management Skill highly desirable.
Skills, Knowledge and Experience:
- 2+
years in a project management, process improvement or service experience
role.
- Experience
in gathering and interpreting customer experience information.
- Experience
running journey mapping, service design, or design thinking workshops
- Detail
oriented with strong organizational and project management skills.
- Has
strong storytelling abilities, verbal and written communications, social
interactions, and a proficiency with technology
- Prior
experience at a services or product company creating and implementing
customer experiences based on data-driven insights
- Strategized
and successfully implemented innovative customer strategies (technology,
process, people) in a high-growth environment
- Experience
in working with multiple work streams within a complex, high growth
environment
- Strong
interpersonal and communication skills; excellent verbal and written
skills; ability to work independently and remotely
Workplace type: Hybrid Working
Network and Service Operation Centre Engineer at NTT Ltd
To thrive in this role, you need to have:
- Continuously
monitor network infrastructure and client services to ensure optimal
performance, availability, and stability.
- Track
and report on all cooling and power systems to prevent outages and
maintain operational integrity
- Trigger
timely alerts and updates on network status to technical and support
teams, ensuring SLA compliance
- Proactively
communicate with stakeholders during incidents or service degradation to
ensure transparency and coordinated response.
- Disseminate
information on scheduled network maintenance and provide continuous
updates until full-service restoration is achieved.
- Manage
and track access to Fiber buildings, Collocation sites, and Data Centers
for authorized personnel during support and maintenance.
- Prepare
daily shift handover reports, generate weekly/monthly network health
reports, and compile ad-hoc reports as needed
- Preparation
of incident reports in collaboration with all stakeholders from vendors to
internal teams within set SLA.
- Monitor
third-party vendor performance, facilitate quarterly service reviews, and
develop proposals for continuous improvement in network and client
services.
QUALIFICATIONS, SKILLS AND EXPERIENCE
- A
degree in an IT related discipline.
- CCNA
certification.
- 2-3
years’ experience in an ISP technical environment.
- Experience
with network management systems.
- Advanced
knowledge in ISP networks and services (designs, protocols, best
practices) and Enterprise infrastructure.
- Knowledge
of Network infrastructure and operations would be an added advantage.
- Attention
to detail and ability to work long hours and under pressure with minimum
supervision.
- Excellent
fault resolution and analytical skills.
- Excellent
interpersonal, communication and reporting skills.
- Self-motivated
and a team player.
Associate Information Security Analyst at NTT Ltd
Key responsibilities:
- Assists
with monitoring security alerts and events from various sources.
- Assists
with investigating potential threats and escalates incidents as necessary.
- Assists
in the implementation and monitoring of security controls, including
firewalls, intrusion detection systems, and access controls.
- Assists
with performing regular vulnerability assessments, analyses scan results,
and assists in prioritising and remediating identified vulnerabilities.
- Supports
the incident response team in investigating security incidents,
documenting findings, and participating in remediation efforts.
- Assists
in ensuring compliance with industry standards (for example, GDPR, ISO
27001) by conducting assessments and implementing necessary controls.
- Installs
security measures and operates software to protect systems and information
infrastructure, including firewalls and data encryption programs
- Documents
security breaches and assess the damage they cause.
- Works
with the security team to perform tests and uncover network
vulnerabilities.
- Fixes
detected vulnerabilities to maintain a high-security standard.
- Develops
organizational best practices for IT security.
- Supports
with penetration testing and upgrading of systems to unable security
software.
- Installs
and upgrades antivirus software and assists with testing and evaluating
new technology.
- Assists
with the installation of security software and understands information
security management.
- Researches
security enhancements and makes recommendations to management.
- Stays
abreast of information technology trends and security standards.
- Contributes
to security awareness initiatives by creating training materials,
conducting workshops, and educating employees about best security
practices.
- Maintains
accurate records of security incidents, assessments, and actions taken for
reporting and audit purposes.
- Assists
in the management and maintenance of security tools, including antivirus
software, encryption tools, and security information and event management
(SIEM) systems.
- Participates
in risk assessments to identify potential security threats,
vulnerabilities, and associated risks to the organization.
- Collaborates
with cross-functional teams, IT, and other teams to ensure security
measures are integrated into the organization’s processes and projects.
- Performs
any other related task as required.
To thrive in this role, you need to have:
- Good
communication skills to effectively convey technical information to
non-technical stakeholders.
- Good
analytical thinking and problem-solving skills to prevent hacking on a
network.
- Ability
to identify and mitigate network vulnerabilities and explain how to avoid
them.
- Understands
firewalls, proxies, SIEM, antivirus, and IDPS concepts.
- Understands
patch management with the ability to deploy patches in a timely manner
whilst understanding business impact.
- Some
proficiency with MAC and OS.
- Familiarity
with security frameworks, standards, and regulations (for example, NIST,
CIS, GDPR).
- Basic
understanding of network and system architecture, protocols, and security
controls.
- Ability
to analyze security incidents and assess potential risks.
- Ability
to work both independently and collaboratively in a fast-paced
environment.
Academic qualifications and certifications:
- Bachelor’s
degree or equivalent in information security, cybersecurity, computer
science, or related.
- Security
certifications such as CompTIA Security+ are advantageous
Associate Collaboration Technical Services (TS) Systems Integration Specialist at NTT Ltd
Key responsibilities:
- Develops
the ability to start ‘owning’ portions of an installation, break/fix
incidents, and problem management.
- Functions
jointly with the CX and Collaboration Implementation Engineering team to
meet client requirements.
- May be
required to perform periodic telephonic duty on the technical service
desk, providing second line telephonic support under guidance to
customers.
- Action
less complex configurations and installations
- Attend
to less complex break/fix events
To thrive in this role, you need to have:
Technical Skills:
- Basic
IT Knowledge: A solid understanding of fundamental IT concepts, including
hardware, software, networking, and operating systems.
- Problem-Solving
Skills: The ability to identify, analyze, and resolve technical issues.
- Learning
Agility: A keenness to learn new technologies and adapt to changing
technological landscapes.
- Attention
to Detail: Meticulous attention to detail to ensure accuracy in tasks and
troubleshooting.
- Ability
to develop an understanding of fundamental project management and
administration processes
- Fast
learner and with a curious mindset. Display a strong learning orientation
Associate Information Security Analyst at NTT Ltd
The Associate Information Security Services Analyst is
responsible for supporting with the planning, implementation, and management of
information security measures to safeguard the organization’s digital assets
and systems and contributes to maintaining a secure and compliant environment.
Key responsibilities:
- Plans,
executes and manages complex penetration testing engagements on various IT
assets, including networks, applications and databases.
- Conducts
simulated cyber-attacks, including social engineering, to identify
vulnerabilities and assesses the organization’s resilience to cyber
threats.
- Performs
penetration tests against internal and external facing systems.
- Analyses
and interprets penetration test results and provides detailed reports to
relevant stakeholders.
- Provides
input to improve the quality and effectiveness of tests in a highly scaled
and global environment.
- Articulates
complex technical risks through creation of reports and delivering
presentations to key stakeholders.
- Works
with Security DevOps teams to test the orchestration and automation
processes and platforms, feed results into a testing program.
- Supports
the assessment risk and the development and/or recommends appropriate
mitigation countermeasures based on empirical testing.
- Provides
comprehensive technical expertise with web, application and database
vulnerability testing.
- Supports
the development of the security automation framework and the
implementation roadmap.
- Provides
actionable security recommendations and mitigation strategies to address
identified vulnerabilities.
- Ensures
that penetration testing activities align with relevant industry
standards, compliance regulations, and best practices.
- Contributes
to any security awareness training and education programs to promote a
culture of cybersecurity within the
- organization.
- Stays
up to date with the latest cybersecurity threats, attack vectors, and
defensive technologies to continuously improve
To thrive in this role, you need to have:
- Good
communication skills to effectively convey technical information to
non-technical stakeholders.
- Good
analytical thinking and problem-solving skills to prevent hacking on a
network.
- Ability
to identify and mitigate network vulnerabilities and explain how to avoid
them.
- Understands
firewalls, proxies, SIEM, antivirus, and IDPS concepts.
- Understands
patch management with the ability to deploy patches in a timely manner
whilst understanding business impact.
- Some
proficiency with MAC and OS.
- Familiarity
with security frameworks, standards, and regulations (for example, NIST,
CIS, GDPR).
- Basic
understanding of network and system architecture, protocols, and security
controls.
- Ability
to analyze security incidents and assess potential risks.
- Ability
to work both independently and collaboratively in a fast-paced
environment.
Academic qualifications and certifications:
- Bachelor’s
degree or equivalent in information security, cybersecurity, computer
science, or related.
- Security
certifications such as CompTIA Security+, Certified Information Systems
Security Professional (CISSP), Certified Information Security Manager
(CISM), Certified Ethical Hacker (CEH) are advantageous.
Required experience:
- A
minimum of 6 months demonstrated experience in information security or
cybersecurity, or related roles.
- Entry
level demonstrated experience working in a global IT organization.
- Entry
level demonstrated experience with computer network penetration testing
and techniques.
- Entry
level demonstrated experience with security assessment and vulnerability
scanning tools
Tier 2 Security Operations Centre (SOC) Analyst at NTT Ltd
The Senior Associate Information Security Analyst is
responsible for assisting in the planning, implementation, and management of
information security measures to safeguard the organization’s digital assets
and systems and contributes to maintaining a secure and compliant environment.
Key responsibilities:
- Monitors
security alerts and events from various sources, investigates potential
threats, and escalates incidents as necessary.
- Assists
in incident response for confirmed incidents.
- Assists
in the implementation and monitoring of security controls, including
Endpoint Detection and Response, vulnerability management tools, and
Web Application Firewalls.
- Performs
regular vulnerability assessments, analyses scan results, and assists in
prioritizing and remediating identified vulnerabilities.
- Supports
the incident response team in investigating security incidents,
documenting findings, and participating in remediation efforts.
- Assists
in ensuring compliance with industry standards (for example, GDPR, ISO
27001) by conducting assessments and implementing necessary controls.
- Reviews
Cyber Threat Intelligence to advise efforts on optimisation of security
controls and detection engineering
- Documents
security breaches and assess the impact.
- Works
with the security team to perform tests and uncover network
vulnerabilities.
- Fixes
detected vulnerabilities within approved timelines.
- Installs,
tests and evaluates new technology for adoption by the Security Operations
Centre
- Researches
security enhancements and makes recommendations to management.
- Stays
abreast of information technology trends and security standards.
- Contributes
to security awareness initiatives by creating training materials,
conducting workshops, and training employees on best security practices.
- Maintains
accurate records of security incidents, assessments, and actions taken for
reporting and audit purposes.
- Assists
in the management and maintenance of security tools, including endpoint
security, encryption tools, and security information and event management
(SIEM) systems.
- Participates
in risk assessments to identify potential security threats,
vulnerabilities, and associated risks to the organization.
- Collaborates
with cross-functional teams, IT, and other teams to ensure security
measures are integrated into the organization’s processes and projects.
- Performs
any other related task as required.
To thrive in this role, you need to have:
- Good
communication skills to effectively convey technical information to
non-technical stakeholders.
- Good
analytical thinking and problem-solving skills to mitigate cybersecurity
incidents.
- Ability
to perform basic malware analysis
- Ability
to investigate security incidents across the cyber kill chain and assess
potential risk.
- Understands
firewalls, SOAR, SIEM, endpoint security, and case management concepts.
- Understands
patch management with the ability to deploy patches in a timely manner
whilst understanding business impact.
- Proficiency
with Windows and Linux OS.
- Familiarity
with security frameworks, standards, and regulations (for example, NIST,
CIS, GDPR, DPA).
- Basic
understanding of network and system architecture, protocols, and security
controls.
- Ability
to analyze security incidents and assess potential risks.
- Ability
to work both independently and collaboratively in a fast-paced
environment.
Academic qualifications and certifications:
- Bachelor’s
degree or equivalent in information security, cybersecurity, computer
science, or related.
- Security
Operations certifications such as CompTIA Security+, CompTIA Pentest+,
Blue Team Level 1, Blue Team Level 2, Certified Cyber Defender (CCD) or
similar certifications advantageous.
- Vendor
certifications on SIEM, Cloud and Networking are advantageous
Learner- Secure Networking at NTT Ltd
Key responsibilities:
- Learns
the ability to start ‘owning’ portions of an installation, break/fix
incidents, and problem management during project lifecycle.
- Functions
jointly with the Implementation Engineering team to meet client
requirements.
- Action
less complex configurations and installations.
- Attend
to less complex break/fix events during project lifecycle.
- Provides
support and work alongside with Senior Associate/L2 and other senior
support engineers.
- Performs
any other related task as required.
Knowledge, Skills and Attributes:
- Basic
understanding and appreciation of technical design principles.
- Ability
to develop an understanding of fundamental project and administration
processes.
- Displays
a strong learning orientation.
- Good
verbal communication skills.
- Demonstrate
a client service orientation.
- Hands-on
proactive in approach.
- The
ability to work overtime when required.
- Some
exposure to deployments for less complex tasks.
Academic Qualification and certifications:
- Bachelor’s
degree or equivalent in Information Technology or Computing or related
field.
- Associate
level certification in different Networking technologies such as Cisco,
Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
Required experience:
- A
minimum of 6 months working experience in technical implementation
engineering, specific to Networking technologies.
- Some
experience in Networking technologies such as routing, switching,
Wireless, SDI distribution, core and access layers.
- Some
experience in diagnosis and troubleshooting.
Specialist: Client Delivery Manager, Solutions Segment at NTT Ltd
Key Responsibilities:
- Drive
Client Satisfaction by ensuring services are delivered in alignment with
contractual obligations, service definitions, and SLAs—building trust and
reinforcing operational excellence.
- Serve
as the Client’s Operational Anchor, managing inquiries, escalations, and
feedback with professionalism and urgency to maintain strong, responsive
relationships.
- Translate
Business Needs into Service Delivery, and working with business and client
stakeholders to identify opportunities and tailor solutions that meet
client objectives. This ensures that our services remain relevant,
effective, and outcome-driven for the client.
- Coordinate
Cross-Functional Execution, working with commercial, finance and
administration, go to market, technical and support teams to resolve
incidents, stabilize environments, and uphold service quality across
multiple touchpoints.
- Ensure
Contractual Integrity and Compliance, monitoring performance, managing
risks, and collaborating with legal teams to uphold governance and protect
business and client interests.
- Enable
Account Growth by identifying upsell and cross-sell opportunities,
supporting renewal strategies, and contributing to long-term client
retention.
- Proactively
engage Service Implementation and Delivery Teams to deliver services
within time in relation to service onboarding and transition,
modifications and decommission.
- Deliver
Strategic Insights, maintaining accurate documentation, contracting and
reporting on service performance, client satisfaction, and operational
risks to inform internal stakeholders and guide continuous improvement.
Knowledge and Attributes:
- Passionate
about service delivery with a strong ability to manage a coordinated
delivery of service.
- Seasoned
analytical mindset, strong initiative, self-driven with a commitment to
succeed.
- Seasoned
understanding of managed services, including infrastructure, cloud,
security, and support.
- Seasoned
proficiency in project management.
- Excellent
communication, negotiation, and problem-solving skills.
- Excellent
client centricity, proven ability to manage client relationships and drive
client satisfaction.
- Seasoned
business acumen, as well as financial acumen for budgeting, forecasting,
and billing.
- Seasoned
familiarity with ITIL or other IT service management frameworks.
- Ability
to work under pressure and has exceptional organizational skills and
attention to detail
- Ability
to work collaboratively with cross-functional teams.
- Adaptability
and a customer-focused mindset.
- Understanding
of client contract engagements
Academic qualifications and certifications:
- Bachelor’s
degree or equivalent qualification in Information Technology or Business
or related field.
- Relevant
ITIL certification preferred.
- Relevant
project management certification (for example, PMP) is preferred.