Global Incident Management Lead (Remote)

NTT Global Data Centers; Richmond (VA); Remote; USD 123,000 - 155,000; Full time

Benefits offered by this job

Health benefits

401k plan

Paid time off

Remote work stipend

Job summary

NTT Global Data Centers Americas, Inc. is seeking an Incident Management Program Lead to coordinate and mature the global incident management program.

You will work across Americas, Europe, APAC, Japan, and India to align standards, governance, and reporting for incident management practices. The role requires developing processes, templates, and KPI tracking, while improving communications and incident response effectiveness across the organization.

Qualifications

• 5+ years of incident management, service management, IT operations, governance, process management, or related.
• Experience coordinating cross-functional initiatives with multiple stakeholders.
• Experience developing or maintaining process documentation, procedures, standards, or governance materials.

Responsibilities

• Support ongoing maturity and continuous improvement of the GDC Incident Management Program.
• Identify gaps and opportunities to improve adoption, consistency, and effectiveness.
• Lead governance meetings, workshops, and post-incident reviews.
• Coordinate actions, decisions, risks, and improvement initiatives across regions.

Skills

Incident management

ITSM

Governance

KPI reporting

Stakeholder engagement

Education

High School Diploma

Bachelor's degree in information technology/Operations Management

Tools

ServiceNow

Remedy

Jira Service Management

Job description

NTT Global Data Centers Americas, Inc. is seeking an Incident Management Program Lead to coordinate and mature the global incident management program.

You will work across Americas, Europe, APAC, Japan, and India to align standards, governance, and reporting for incident management practices. The role requires developing processes, templates, and KPI tracking, while improving communications and incident response effectiveness across the organization.