Software Development Advisor

NTT DATA, Inc.; Región Centro; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A global technology services company seeks a Software Development Advisor in Guadalajara, Jalisco. The role entails coordinating communication across teams during major incidents and crisis events, documenting TEC4 processes, and engaging with stakeholders. Candidates should have at least 5 years in major incident management and be proficient in ITSM tools like ServiceNow. An ideal candidate will demonstrate strong communication skills and the ability to maintain composure under pressure.

Formación

• Minimum 5 years working within major incident and/or crisis management teams.
• Experience being part of a 24x7 team.

Responsabilidades

• Document, define and implement all TEC4 processes.
• Maintain global and regional coverage for communication.
• Collaborate with Engineering stakeholders.
• Build and maintain relationships with key stakeholders.
• Serve as the channel for Engineering communications during crises.
• Assist in creating retrospective reports related to crisis events.

Conocimientos

Verbal and written communication

Crisis communication

Stakeholder liaison

Communication planning

Multi-channel communication

Herramientas

ServiceNow

Descripción del empleo

Job Title

Software Development Advisor

Location

Guadalajara, Jalisco, Mexico

Overview

NTT DATA seeks an experienced Communications Lead within the Enterprise Technology Operations organization to join the TEC4 team. TEC4 is a 24x7 Center focused on coordinating cross‑divisional communication during major incidents and crisis events.

Responsibilities

• Document, define and implement all TEC4 processes, procedures and templates.
• Maintain global and regional coverage, ensuring seamless communication coordination across time zones.
• Collaborate with Engineering stakeholders to maintain transparent and effective communication channels.
• Build and maintain relationships with TEC4’s key stakeholders.
• Serve as the authoritative channel for Engineering communications during technology crisis events.
• Set up and host virtual checkpoint meetings and communication channels.
• Draft clear and concise status updates and disseminate them within a predefined cadence via appropriate communication channels to applicable target groups.
• Maintain all crisis event related documentation and meeting attendance records.
• Ensure all communication platforms are kept in sync and up to date.
• Assist in creating retrospective reports related to the crisis event by collecting timeline, mitigation steps and documenting follow‑up action items.

Skills & Knowledge

Communication

• Verbal and written communication: Articulate complex technical information clearly and concisely to diverse audiences.
• Crisis communication: Maintain a calm and composed presence during high‑pressure situations.
• Stakeholder liaison: Act as the primary point of contact and liaison for global teams across multiple business units.
• Message interpretation and cohesion: Synthesize information from various sources and craft a positive, cohesive message.
• Communication planning: Prioritize communication, maintain transparency, and ensure timely updates throughout the incident lifecycle using pre‑written templates.
• Multi‑channel communication: Proficiency in utilizing various communication channels within GS while maintaining consistency.

IT Service Management (ITSM)

• Deep knowledge of industry standards and practices.
• Service operations awareness: Understanding of Service Desk operations, Application Support, and Infrastructure Support functions.
• Technical judgement: Solid understanding and awareness of enterprise‑level infrastructure, cloud platforms and application stacks.
• ITSM tools proficiency: Familiarity with ITSM tools and incident tracking systems (e.g., ServiceNow).

Personal Attributes

• Independent and team player.
• Resilient and able to maintain composure under pressure.
• Proactive approach to anticipate potential problems and take ownership of solutions.
• Excellent organizational and multitasking capabilities.
• Adaptable and willing to learn new tools and techniques.

Experience

• Minimum 5 years working within major incident and/or crisis management teams, preferably in a communication lead role.
• Experience being part of a 24x7 team.

EEO Statement

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.