Req ID : 105499
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 Guadalajara, Jalisco (MX-JAL), Mexico (MX).
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.
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.
We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.