ITIL Account Service Senior Specialist

2 weeks ago

Noida, Uttar Pradesh, India NTT DATA Services Full time

Req ID: 314319 

NTT DATA 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 ITIL Account Service Senior Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).


•
•            Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents and engage additional support groups.


•            Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers.


•            Assists with assembling the tech resources necessary to achieve the resolution of Major Incidents.


•            Responsible for major incident bridge call facilitation that includes identifying a technical lead and holding technical resolver teams accountable for status updates of service restoration activities.


•            Develops and delivers executive major incident management communications to clients and NTT leadership (based on required content and frequency as determined by account).


•            Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers.


•            Provides incident documentation to appropriate service management teams.


•            Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.


•            Collaborates with service management and account team resources to ensure consistency of delivery, adherence to standard practices, and continuous improvement.


•            Provides point of contact for MIM process related questions or issues and facilitates MIM process related meetings.

- ITIL Foundation Certification

- Excellent Communication Skills

- Previous Incident Management experience

- Critical/Major Incident Management experience is considered a plus.

About 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. 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 one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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