Account Service Advisor

3 days ago

Noida, India NTT DATA Full time

Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups
- Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
- Assembles the resources necessary to achieve the resolution of Major Incidents
- Responsible for leading and driving Major Incidents until resolved
- Develops and delivers Incident communication of Major Incidents to Users and NTTDS leadership (based on required content and frequency as determined by account)
- Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers
- Provides incident documentation to appropriate service management teams
- Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts.
- Ensures contractual Service Support requirements are understood and managed.
- Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Provides point of contact for MIM process related questions or issues and facilitates process related meetings.
- ITIL Foundation Certification
- Excellent Communication Skills
- Previous Incident Management experience
- Critical/Major Incident Management experience is considered a plus.

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