Role Responsibilities:

1. Major Incident Management:

- Lead and coordinate the Major Incident Management process, ensuring swift identification, impact analysis, and resolution of major incidents.

- Act as the primary point of contact for major incidents, driving the end-to-end resolution process.

- Ensure timely communication to all relevant stakeholders, including executive leadership, during major incidents.

- Coordinate and lead incident bridges/calls, involving necessary technical teams to resolve the incident.

- Ensure post-incident review (PIR) processes are followed, identifying root causes and driving continuous improvement initiatives.

2. Process Improvement:

- Develop, implement, and maintain the Major Incident Management process in alignment with ITIL best practices.

- Continuously assess the effectiveness of the Major Incident Management process and implement improvements as necessary.

- Collaborate with Problem Management teams to ensure root cause analysis and long-term resolution of recurring incidents.

3. Stakeholder Management:

- Maintain effective relationships with key stakeholders, including business leaders, IT teams, and external partners.

- Provide regular updates and reporting on major incidents to senior management.

- Act as an escalation point for unresolved incidents and ensure proper communication channels are maintained.

4. Team Leadership:

- Provide guidance and mentoring to junior members of the IT Service Management team.

- Lead cross-functional teams during major incidents, ensuring a collaborative approach to incident resolution.

- Develop training materials and deliver training sessions to improve overall incident management capabilities within the organisation.

5. Reporting and Documentation:

- Develop and maintain comprehensive incident reports and dashboards for senior leadership review.

- Ensure accurate documentation of all incidents, actions taken, and lessons learned.

- Track and analyse incident trends to identify potential areas for improvement.

Basic Qualifications:

- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

- ITIL Foundation certification is required; ITIL Practitioner or Expert level preferred.

- 8+ years of experience in IT Service Management, with at least 3 years focused on Major Incident Management.

- Strong knowledge of ITIL best practices and incident management tools.

- Proven experience in managing high-severity incidents in a large, complex IT environment.

- Excellent communication and interpersonal skills, with the ability to work under pressure and manage multiple priorities.

- Strong analytical skills, with the ability to assess complex situations and make sound decisions quickly.

Preferences:

- Experience with cloud-based environments and understanding of cloud infrastructure.

- Experience with Service now/ BMC Remedy (ITSM tools)

- Experience in a leadership or mentoring role within IT Service Management.

Working Conditions:

- On-call availability is required to manage major incidents outside of regular business hours.

- Ability to work in a fast-paced environment and manage multiple incidents concurrently.

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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