Account Service Operations Sr Analyst
2 weeks ago
Job Description
Req ID:
NTT 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 Account Service Operations Sr Analyst 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 ...
Work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their vision
Define the Incident management strategy and focus on Gaps and Process improvements
Work effectively across the organization with stakeholders, service teams and subject matter experts to support IT issues
Compile, analyze, and report statistical data and trends relating to service level compliance and operational effectiveness
Develop and maintain thresholds/severity matrix, escalations matrix, incident playbooks and perform PIRs.
Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvements
Set direction and provide a framework through which Incident Management process improvement objectives can be delivered
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 SLAs
Gather feedback from end users to understand how to improve efficiencies when it comes to Incident management
Provide relevant coaching, training, and support to champion Incident management culture within the organization.
As our ideal candidate,
You have a University Degree in Engineering, Computer Science, or relevant technical degrees
You have 5 years of experience as an IT Incident Manager
You have 3 years of experience in ITIL implementation and Project coordination
You have ITIL Foundation Certification
You have 3+ years of experience of ITSM processes and ServiceNow, specially ServiceNow Incident Management module.
You have outstanding communication skills – Written and Verbal, in English
You have expertise on Microsoft Word, Excel and Powerpoint
About NTT DATA Services
NTT 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 clients' long-term success. Visit 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.
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