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Incident Manager
3 months ago
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 Incident Manager to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
What you will do
Prioritizes and Commands high priority major incident calls including communication with Executives and Crisis Management Teams
Maintains and reviews high priority incident documentation in the Incident Management Module including sending Senior Leadership and stakeholder communications
Lead the progress and development of the Post Incident Review (PIR) process and ensure proper improvements are designed and implemented. Focus on improvements in T&I participation, Reporting, and automation. Participates in and may Chair PIR meetings which includes note taking and distribution.
Properly escalate and ensue the team properly escalates issues that have potential to generate impact including documenting problem records/tasks and known issues./ ensure proper procedures are followed with documentation in these areas
Design and Generate reports to analyze and recognize incident trends, escalate and make suggestions on how to remediate.
Participate in Change Review meeting. Approve Change Requests and ensure all Change Requests are in compliance and are appropriate for cross impact considerations.
Design, coordinate and implement updates to the Incident mgmt process
Oversee the development of a training program to help staff from many departments manage incidents efficiently and confidently. Inspire teams to work with the incident management team to ensure efficiency and standards compliance.
Participate in audits and examinations of the Incident Management processes. Responsibility for tracking and closing audit findings and Self Identified issues and improvements in process and controls.
Evaluate analyze and reports of trends and reoccurring issues. Escalate to the SLT and appropriate Risk and Operations committees as necessary and provide leadership for resolutions and improvements to resilience of systems and service availability.
Ensure the Incident Management process is in compliance with all policies, standards and applicable regulations.
Evaluate and document team performance reviews. Deliver team member reviews to the staff.
All other appropriate duties as required.
Must-Have*
Bachelor's Degree or equivalent
Minimum 10 years of IT experience
Minimum 7 year in an Incident Management focused role
Minimum 5 years of experience in BFSI as Incident Manager
Skills and Knowledge
ITSM Toolset and SharePoint experience preferred
ITIL V4 Foundation Certification preferred
ITIL V4 Managing Professional Certification preferred
Knowledge of Incident management methodology
Ability to communicate effectively across the reporting structure of an enterprise technology division
General familiarity with an enterprise technology environment that involves server and cloud hosted applications, databases, network architecture and multiple technology platforms
Experience working with regulatory auditors
Experience managing meetings of assertive technical stakeholders and guiding discussions into decisions
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.
