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Incident Manager

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Date: Jan 16, 2021

Location: Guadalajara, JAL, MX

Company: NTT DATA Services

Req ID: 105497 

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).

 Responsible to lead and manage day to day major incidents

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.

Major Incident Management (MIM), ITIL

- ITIL Foundation Certification
- Excellent Communication Skills
- Previous Incident Management experience
- Critical/Major Incident Management experience is considered a plus.


This position maybe 100% remote and candidate must be able to work in the mornings or afternoons.



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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