Critical Incident Resolution Specialist
4 weeks ago
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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