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Incident Manager

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Date: Jul 8, 2021

Location: Bucharest, B, RO

Company: NTT DATA Services

Req ID: 132611

 

Competitive salary | Remote

 

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

 

NTT DATA Services is currently looking for an Incident Manager for our growing team in Romania.

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Responsibilities

  • 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

 

Key skills

  • Incident Management experience
  • ITIL Foundation Certification
  • Critical/Major Incident Management experience is considered a plus
  • Excellent Communication skills

 

 

 

Benefits

 

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

 

About NTT DATA Services

 

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible
business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.
NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 100,000+ professionals in more than 50 countries, and NTT Group, a partner to 85 percent of the Fortune 100. Visit nttdataservices.com to learn more.

 

Equal opportunities
NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

 

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