NTT DATA is currently looking for an Incident Manager.  This is a 100% remote position in the U.S.
• 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
Required Skills:
• 3+ years of Incident Management, Critical Incident Management or Major Incident Management experience
• 3+ years of ITIL experience
Desired Skills:
• ITIL Certification
• Excellent Communication Skills – verbal and written
#INDICS