Gestor de Incidentes – Bilingüe (Inglés Avanzado)

NTT DATA Europe & Latam; Trujillo; Presencial; PEN 60.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% covered private health insurance

PLUXEE meal card

Additional days off

Professional development opportunities

Descripción de la vacante

NTT DATA Europe & Latam is seeking an experienced Incident Specialist to join our team and help ensure operational excellence, service continuity, and outstanding customer experience. The role is based in Peru and involves coordinating incidents, changes, problems, and service requests following ITIL best practices.

You will work with technical teams and clients to drive automation and efficiency while maintaining strong communication and leadership.

Formación

• 3+ years of experience managing integrated IT services (Service Desk, NOC, SOC, IT Outsourcing).
• 1+ year of experience managing technology projects.
• Knowledge of IT infrastructure/service management, including configuration, monitoring, and Service Desk tools.
• Familiarity with ISO/IEC 20000-1, ISO 9001, ISO 27001, 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.

Responsabilidades

• 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 transition of new services, ensuring deliverables, knowledge transfer, and operational continuity.

Conocimientos

ITIL 4

Scrum Master

English

Leadership

Stakeholder Mgmt

Herramientas

Service Desk tools

Monitoring tools

Configuration mgmt

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.