Account Service Specialist
4 weeks ago
Job Title: Account Service Specialist
Job Summary:
We are seeking a highly skilled Account Service Specialist to join our team. The successful candidate will be responsible for acting as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engaging additional support groups.
Key Responsibilities:
- Assess the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers.
- Assemble the resources necessary to achieve the resolution of Major Incidents.
- Lead and drive Major Incidents until resolved.
- Develop and deliver Incident communication of Major Incidents to Users and NTTDS leadership.
- Escalate Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors, and IT executives, and Service Managers.
- Provide incident documentation to appropriate service management teams.
- Facilitate Technical bridge calls and identify a technical leader to assist with service restoration efforts.
- Ensure contractual Service Support requirements are understood and managed.
- Ensure effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel, and customers.
- Collaborate with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Provide point of contact for MIM process related questions or issues and facilitate process related meetings.
Requirements:
- ITIL Foundation Certification
- Excellent Communication Skills
- Previous Incident Management experience
- Critical/Major Incident Management experience is considered a plus.
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 nttdata.com or LinkedIn to learn more.
NTT DATA Services is an equal opportunity employer and considers all applicants without regard 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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