Gestión de Incidentes– Bilingüe (Inglés Avanzado) - AREQUIPA

NTT DATA Europe & Latam; Arequipa; Presencial; PEN 60.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent employment contract

Private health insurance

Meal card

Additional days off

Career development opportunities

International client projects

Training programs

Descripción de la vacante

NTT DATA in Arequipa, Peru, is seeking an experienced Incident Specialist to ensure service continuity and top-tier customer experience across IT services.

The role requires ITIL-aligned incident lifecycle management, project coordination, and strong stakeholder communication. A global, professional environment offers development opportunities and international client exposure.

Formación

• 3+ years of experience managing integrated IT services such as Service Desk, NOC, SOC, or IT Outsourcing.
• 1+ year of experience managing technology projects.
• Knowledge of IT infrastructure/service management, including configuration, monitoring, and Service Desk tools.
• Standards/frameworks such as ISO/IEC 20000-1, ISO 9001, ISO 27001, and COBIT 2019 are desirable.
• ITIL 4 and Scrum Master certifications are preferred.
• Strong communication, leadership, stakeholder management, and customer-oriented skills.
• Intermediate to advanced English proficiency.

Responsabilidades

• Ensure service quality, stability, and continuity across integrated IT services.
• Coordinate Incidents, Changes, Problems, and Service Requests following ITIL practices.
• Identify and manage operational risks and continuous improvement opportunities.
• Prepare executive reports, track service performance, and ensure SLA compliance.
• Identify opportunities for automation, optimization, and operational efficiency.
• Coordinate with technical teams and customers to ensure high-value service delivery.
• Manage operational and financial performance, identifying risks and growth opportunities.
• Develop strategies to improve team productivity and operational efficiency.
• Lead transition of new services, ensuring deliverables and knowledge transfer.

Conocimientos

3+ years experience

ITIL 4

Scrum Master

Communication

Leadership

Stakeholder management

Customer orientation

English proficiency

IT infrastructure knowledge

Service Desk tools

Herramientas

Monitoring tools

Configuration tools

Descripción del empleo

At NTT DATA, one of the world’s leading IT services companies, we are more than 140,000 professionals operating across 50+ countries. We deliver innovative solutions in business consulting, strategy, technology, application development and maintenance, and outsourcing services.

We are looking for an experienced Incident Specialist to join our team and help ensure operational excellence, service continuity, and outstanding customer experience.

Are you ready to become a Digital Lover? Join us!

Key Responsibilities

• Ensure service quality, stability, and continuity across integrated IT services.
• Coordinate Incidents, Changes, Problems, and Service Requests following ITIL best practices.
• Identify and manage operational risks and continuous improvement opportunities.
• Prepare executive reports, track service performance, and ensure SLA compliance.
• Identify opportunities for automation, optimization, and operational efficiency.
• Coordinate with technical teams and customers to ensure high-value service delivery.
• Manage operational and financial performance, identifying risks and business growth opportunities.
• Develop strategies to improve team productivity and operational efficiency.
• Lead the successful transition of new services, ensuring deliverables, knowledge transfer, training, and operational continuity.

Requirements

• 3+ years of experience, managing integrated services such as Service Desk, NOC, SOC, and/or IT Outsourcing.
• 1+ year of experience managing technology projects.
• Knowledge of IT infrastructure/service management, including configuration, monitoring, and Service Desk tools.
• Knowledge of standards and frameworks such as ISO/IEC 20000-1, ISO 9001, ISO 27001, and COBIT 2019 is highly desirable.
• ITIL 4 and Scrum Master certifications.
• Strong communication, leadership, stakeholder management, and customer-oriented skills.
• Intermediate to advanced English proficiency.

What We Offer

• Permanent employment contract from day one.
• 100% covered private health insurance (EPS) and oncology insurance.
• PLUXEE meal card.
• Additional days off beyond your regular vacation entitlement.
• Excellent opportunities for professional development and career growth within a leading global IT consulting company.
• Opportunity to participate in large-scale local and international client projects.
• Access to training programs and professional certifications.

At NTT DATA, we foster an inclusive environment where every voice is heard and every story is valued. Our recruitment and selection process focuses on identifying talent without discrimination or bias related to gender, sex, sexual orientation, disability, age, or other personal characteristics.