Incident Problem Management(ServiceNow,L1/ L2)

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 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 Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services 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.