Critical Incident Resolution Specialist

4 weeks ago


Bengaluru, Karnataka, India NTT Full time

NTT DATA is a global leader in business and technology services, serving 75% of the Fortune Global 100.

We are committed to helping clients innovate, optimize, and transform for long-term success.

This role will play a critical part in ensuring our clients receive exceptional service during major incidents.

About the Role

  • You will be responsible for managing complex and high-priority incidents, working closely with cross-functional teams across multiple locations.
  • Your primary goal will be to restore normal service operation as quickly as possible, minimizing adverse impact on business operations.
  • Key responsibilities include:
  • Ensuring service excellence through effective management of major incidents.
  • Leading bridge participants to ensure alignment with processes.
  • Taking ownership of the major incident management process, using agreed tools and methods within defined deadlines.
  • Escalating where necessary to achieve desired outcomes.
  • Collaborating with other team members in a 24/7 environment, adhering to shift plans.
  • Communicating effectively with stakeholders in a timely manner.
  • Investigating root causes post-major incident and implementing corrective actions.
  • Reviewing performance to ensure optimal results.
  • Facilitating service request processing, obtaining root cause analysis, and creating client-facing reports within committed timeframes.
  • Providing coaching and mentoring to junior team members.

Requirements

  • Demonstrated ability to work in fast-paced environments with high levels of complexity and urgency.
  • Seasoned experience in Service Operations within a global IT Services company.
  • Proven major incident management skills, preferably gained in a global IT organization.
  • Bachelor's degree or equivalent in Information Technology or related field.
  • ITIL Foundation V3 certification, with a preference for Intermediate certifications.

About NTT DATA

We offer a competitive salary of $120,000 per year, based on experience, and a comprehensive benefits package.

Negotiation flexibility depending on background and expertise.



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