TEC4 Communications Lead

NTT DATA; Región Centro; Presencial; MXN 1,284,000 - 1,652,000; Jornada completa

Descripción de la vacante

A global technology services company seeks a TEC4 Communications Lead for their team in Mexico. This role involves overseeing communication during crisis events, collaborating with global teams, and ensuring effective incident management. The ideal candidate will have at least 5 years of experience in crisis management, strong communication skills, and familiarity with ITSM tools. This is a 24x7 position requiring both independent and collaborative work.

Formación

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

Responsabilidades

• Ensure all TEC4 processes and templates are well documented.
• Maintain seamless communication coordination across time zones.
• Build and maintain relationships with TEC4’s key stakeholders.
• Serve as the authoritative channel for Engineering communications during crisis events.
• Assist in creating retrospective reports related to crisis events.

Conocimientos

Verbal and Written Communication

Crisis Communication

Stakeholder Liaison

Message Interpretation and Cohesion

Communication Planning

Multi-channel Communication

Herramientas

ServiceNow

Descripción del empleo

Job Title

TEC4 Communications Lead

Location

North America / Mexico

Shift Pattern

24x7x365 / TBC

Description

The position is for an experienced Communications Lead within the Enterprise Technology Operations organization (Core Engineering Business Unit). The Communications lead will be part of the TEC4 team. TEC4 stands for Technology Event Command, Coordination and Communication Center and it is a 24x7 team that focuses on cross‑divisional coordination related to major incidents and crisis events. The Communications Lead role requires close collaboration with global teams, active involvement in risk management, and strict adherence to global and regional procedures.

Responsibilities

• Ensure all TEC4 processes, procedures and templates are well documented, defined and implemented.
• Ensure global and regional coverage, maintaining seamless communication coordination across time zones.
• Assist in maintaining transparent and effective communication channels across Engineering stakeholders.
• Build and maintain relationships with TEC4’s key stakeholders.
• During technology crisis events: serve as the authoritative channel for Engineering communications during crisis events.
• Set up and host virtual checkpoint meetings and communication channels.
• Take the lead in drafting clear and concise status updates and disseminate within 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: ability to articulate complex technical information clearly and concisely to diverse audiences.
• Crisis Communication: maintain a calm and composed presence during high‑pressure situations, delivering clear and well‑structured messages.
• Stakeholder Liaison: act as a primary point of contact and liaison for global teams across multiple business units, preventing information silos and ensuring all relevant parties are informed.
• Message Interpretation and Cohesion: possess excellent interpretive skills to 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 for efficiency.
• Multi‑channel Communication: proficiency in utilizing various communication channels within GS while maintaining consistency.

IT Service Management (ITSM)

• Deep knowledge of IT service management industry standards and practices.
• Service Operations Awareness: understanding of Service Desk operations, Application Support, and Infrastructure Support functions.
• Technical judgment: solid understanding and awareness of enterprise‑level infrastructure, cloud platforms, and application stacks, with basic technical knowledge to facilitate effective coordination.
• ITSM Tools Proficiency: familiarity and proficiency with ITSM tools and incident tracking systems (e.g., ServiceNow) for monitoring, coordination, and reporting.

Personal Attributes

• Independent and team player: work effectively both independently and as part of a team, self‑motivated and deadline driven.
• Resilient: ability to maintain composure and effectiveness under significant pressure and stress.
• Proactive: a proactive approach to anticipate potential problems and take ownership of solutions.
• Organizational Skills: excellent organizational and multitasking capabilities to manage various responsibilities efficiently.
• Adaptable: willingness to learn new tools and techniques and adapt to evolving technologies, processes, and expectations.

Experience

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

Equal Employment Opportunity

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.

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