ITIL Account Service Senior Specialist

Req ID: 309249 

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 ITIL Account Service Senior Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

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.

24*7*365 availabilty is essential 

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

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