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Incident Manager
The Incident Manager has the primary responsibility is to ensure consistent delivery of quality Major Incident Management services.
These incidents are complex and high priority by nature, with resources based in multiple locations across the globe involving different countries, cultures, people and technologies.
The primary goal of the Incident Manager is to restore normal services operation as quickly as possible to minimize adverse impact on business operations to clients (both internal and external). The goal is to provide the best possible level of service quality, ensuring all internal stakeholders from Group, Region and Country are kept frequently informed.
The core role responsibility is to manage major Incidents for any delivery organization within scope with quality, control, command and confidence.
This role must be able to manage multiple streams of activities during and post major incidents with ease.
Key Responsibilities:
- Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
- Manages bridge participants to ensure alignment with the processes.
- Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
- Escalates, where required, to ensure outcomes are achieved.
- Works in a 24/7 environment.
- Communicates to appropriate stakeholders in a timely fashion.
- Manages post major Incident activities, thereby ensuring that root cause is investigate.
- Reviews the performance of the people and process to ensure that it is optimal.
- Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames.
- Lead the lifecycle of incidents to ensure swift resolution within SLA targets.
- Perform incident trend analysis to identify and eliminate recurring issues.
- Manage root cause analysis (RCA) for significant and recurring issues.
- Identify and implement long-term solutions to eliminate known errors.
- Maintain and govern the Known Error Database (KEDB).
- Proactively prevent incident recurrence through analytics and continuous service improvement.
Knowledge and Attributes:
- Demonstrates Command, Control and Confidence in situations naturally.
- Seasoned client service orientation and impeccable relationship building skills.
- Ability to multi-task and prioritize with great attention to detail.
- Seasoned ability to manage multiple streams of activities.
- Excellent communication skills and documentation skills.
- Excellent client liaison and facilitation skills.
- Execution focused.
- Ability to work across teams/regions/functions.
- Ability to work with people at all levels of the organization.
- Ability to escalate, where required, to ensure outcomes are achieved.
Academic, Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or related field.
- ITIL 4 Foundation certification required; ITIL Intermediate or Expert is preferred.
- 5+ years of ITSM experience with deep knowledge of Service Management processes.
- Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Strong communication, leadership, and stakeholder management skills.
- Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel).
Required experience:
- Seasoned experience in a Service Operations role within a global IT Services company.
- Seasoned major incident management experience preferably gained in a global IT organization.
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Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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