Job Description

Req ID: 291351NTT DATA Services 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 Incident Manager Senior Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).We are currently seeking an Incident Manager to join our team. The Incident Manager role is to identify, synthesize, organize, and manage IT issues to support end users across the enterprise. This strategic (design) and hands on delivery (implementation) role manages all aspects of Incident Management, creates guidelines for process usage, and how it integrates with the other processes, and how to keep it from growing stale. An ideal candidate thrives in a dynamic fast-paced environment and has an ITIL background in leading content and information architecture strategy across an organization.In your role, you will xe2x80xa6xe2x96xaa Work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their visionxe2x96xaa Define the Incident management strategy and focus on Gaps and Process improvementsxe2x96xaa Work effectively across the organization with stakeholders, service teams and subject matter experts to support IT issuesxe2x96xaa Compile, analyze, and report statistical data and trends relating to service level compliance and operational effectivenessxe2x96xaa Develop and maintain thresholds/severity matrix, escalations matrix, incident playbooks and perform PIRs.xe2x96xaa Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvementsxe2x96xaa Set direction and provide a framework through which Incident Management process improvement objectives can be deliveredxe2x96xaa Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAsxe2x96xaa Gather feedback from end users to understand how to improve efficiencies when it comes to Incident managementxe2x96xaa Provide relevant coaching, training, and support to champion Incident management culture within the organization.As our ideal candidate,xe2x96xaa You have a University Degree in Engineering, Computer Science, or relevant technical degreesxe2x96xaa You have 8 years of experience as an IT Incident Managerxe2x96xaa You have 8 years of experience in ITIL implementation and Project coordinationxe2x96xaa You have ITIL Foundation Certificationxe2x96xaa You have 8+ years of experience of ITSM processes and ServiceNow, specially ServiceNow Incident Management module.xe2x96xaa You have outstanding communication skills xe2x80x93 Written and Verbal, in Englishxe2x96xaa You have expertise on Microsoft Word, Excel and PowerPointAbout NTT DATA ServicesNTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clientsxe2x80x99 long-term success. Visit nttdata.com or LinkedIn to learn more.NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

NTT Data