IT Service Manager

Req ID: 277802 

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 IT Service Manager to join our team in Washington, District of Columbia (US-DC), United States (US).

Summary:

NTT Data is seeking an IT Service Manager to join our Situation Management team.  The ideal candidate will be a seasoned ITIL incident manager who is skilled at communication to all levels of users as well as technical team members and executive level leaders.  Preference will be given to candidates who have demonstrated experience working in government and/or supporting a customer with a global presence.   

This is a fully remote position.

Day to Day Job Duties:

• Serve as a member of the Situation Management team.
• Perform the function of Major Incident Management
• Participate in an on-call rotation that requires support 24x7x365.
• Be generally available to work any shift as required
• Guides support teams with the identification, troubleshooting, and resolution processes of Incident Management
• Understands and guides teams in business impact analysis.
• Creates communication materials and can brief at executive levels when required.
• Attends and aids in the coordination of troubleshooting bridges for all priority incidents (from low priority to Crisis)
• Works closely with all departments and day-to-day operations personnel to document outage updates and communicates those updates as required to higher level leaders.
• Assist in identifying trends and create reports as necessary.
• Hosts Major Incident bridges during major incidents working with department heads/leads to work towards major incident resolution.
• Appropriately escalates problems the team is having when required.
• Monitors SLA clocks and guides technicians in fully documenting their assigned tickets to show all work performed to minimize SLA failure.
• Handle or lead small projects assigned to the team.
• Provide support and intervention on crisis situations that require critical and careful handling on a 24x7x365 basis.
• Facilitates troubleshooting discussions and discovery and makes recommendations for next steps to technical teams and the Situation Management team.

Basic Qualifications:

• Undergraduate degree or equivalent combination of education and work experience​​​​​​​
• Minimum 4 years of relevant work experience to include, Business analysis experience, and technical writing/editing experience, customer service (such as call center or helpdesk).  
• ITIL Foundation-level certification or willingness to obtain within 6 months of start date.
• Active Interim Secret clearance required to start.

Preferred Qualifications:​​​​​​​

• Operations experience in a large fast paced environment such as incident management for a medium to large sized organization.
• Six Sigma experience is a plus.
• Knowledge of Process and IT service management concepts.
• Experience in technical problem solving and crisis management concepts.
• Ability to promote a team environment.
• Executive-level communication skills

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is Min: $51,840 - Max: $108,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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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.