ITIL - Account Service Advisor

NTT DATA, Inc.; Dadri; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA, Inc. in Noida, Uttar Pradesh, India, seeks an ITIL - Account Service Advisor to strengthen incident management leadership and drive global process improvements.

You will collaborate with stakeholders, define strategies, and ensure adherence to SLAs while optimizing incident handling across teams. The ideal candidate brings 3–5 years as an IT Incident Manager, 3 years ITIL implementation and project coordination, ITIL Foundation, and extensive experience with ServiceNow Incident

Qualifications

• University degree in engineering, computer science, or relevant technical field.
• 3–5 years of experience as an IT Incident Manager.
• 3 years of ITIL implementation and project coordination experience.
• ITIL Foundation Certification.
• 10+ years of ITSM processes and ServiceNow, especially Incident Management.

Responsibilities

• Define and implement incident management strategy and improvements.
• Coordinate with stakeholders and service teams to resolve IT issues.
• Compile, analyze, and report metrics on service levels and operational effectiveness.
• Develop thresholds, escalation matrices, and incident playbooks; conduct post-incident reviews.
• Advise business and IT on incident management and process improvements.
• Provide training and coaching to promote incident management culture.

Skills

Incident management

Stakeholder communication

English communication

Education

University Degree in Engineering, Computer Science

Tools

ServiceNow

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Req ID: 384607

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,

We are currently seeking a ITIL - Account Service Advisor to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

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 3 to 5 years of experience as an IT Incident Manager
• You have 3 years of experience in ITIL implementation and Project coordination
• You have ITIL Foundation Certification
• You have 10 +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 business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.