An ideal candidate thrives in a dynamic fast-paced environment and has an ITIL background in leading content and information architecture strategy across an organization.

In your role, you will ...

▪ Work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their vision

▪ Define the Incident management strategy and focus on Gaps and Process improvements

▪ Work effectively across the organization with stakeholders, service teams and subject matter experts to support IT issues

▪ Compile, analyze, and report statistical data and trends relating to service level compliance and operational effectiveness

▪ Develop and maintain thresholds/severity matrix, escalations matrix, incident playbooks and perform PIRs.

▪ Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvements

▪ Set direction and provide a framework through which Incident Management process improvement objectives can be delivered

▪ Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs

▪ Gather feedback from end users to understand how to improve efficiencies when it comes to Incident management

▪ Provide relevant coaching, training, and support to champion Incident management culture within the organization.

As our ideal candidate,

▪ You have a University Degree in Engineering, Computer Science, or relevant technical degrees

▪ You have 5 years of experience as an IT Incident Manager

▪ You have 5 years of experience in ITIL implementation and Project coordination

▪ You have ITIL Foundation Certification

▪ You have 5+ years of experience of ITSM processes and ServiceNow, specially ServiceNow Incident Management module.

▪ You have outstanding communication skills - Written and Verbal, in English

▪ You have expertise on Microsoft Word, Excel and Powerpoint

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.

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