Incident Problem Management(ServiceNow,L1/ L2)

Req ID: 296431 

NTT DATA 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 Problem Management(ServiceNow,L1/ L2) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

The individual will provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room.

The individual will provide live phone support during daytime/evening/weekend hours and participate in an on call rotation

The individual is responsible for working on requests and incidents based on client's tickets, using the documentation and procedures put in place in their business unit.

The individual will escalate issues to the manager and/or the appropriate team based on complexity and priority.

The individual should be a technically savvy, customer-focused individual who will be working directly with the client and have great communication skills

General Duties and Tasks

• Acknowledge, Analyze, Manage & Resolve L1/ L2 Digital Key and Connected Room Incidents in ServiceNow
• Participate in the real time on call support daytime/evening/weekend hours and shift rotation
• Real-time support for Hilton's Connected Room support line and perform L1 troubleshooting during daytime/evening/weekend hours and shift rotation
• Incident Ownership
• Engage in customer follow-up for related issues
• Work with hotels real-time to resolve issues
• Maintain SLAs
• Recurring Incident Problem Management
• Work with appropriate teams for research assistance

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.