Incident Manager
Ntt Data Services
Guadalajara, Jalisco, México
hace 1 día
source : JobLeads

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.

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