Global Incident Management Lead (Remote)

NTT Global Data Centers; United States; Remote; USD 123,000 - 155,000; Full time

Benefits offered by this job

Remote work option

Job summary

NTT Global Data Centers is seeking an Incident Management Program Lead to coordinate and mature the Global Data Centers incident management program across diverse regions. The role partners with operational teams to standardize processes, improve governance, and enhance KPI tracking.

The ideal candidate will have 5+ years in incident management, strong ITSM knowledge, and proficiency with ServiceNow or similar platforms.

Qualifications

• 5+ years of incident management experience.
• Bachelor's degree in IT/Operations or related field; 4–6 years of related experience.
• Experience coordinating cross-functional initiatives across multiple regions.
• Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.

Responsibilities

• Drive ongoing maturity and continuous improvement of the GDC Incident Management Program.
• Lead governance meetings, working sessions, and post-incident reviews.
• Develop and maintain incident management policies, standards, and procedures.
• Coordinate with stakeholders across Americas, Europe, APAC, Japan and India.
• Develop incident communication templates and reporting dashboards.

Skills

Incident management

ITSM

KPI tracking

Stakeholder engagement

Global coordination

Process improvement

Education

Bachelor's degree in IT/Operations or related field

Tools

ServiceNow

Jira Service Management

Remedy

Job description

NTT Global Data Centers is seeking an Incident Management Program Lead to coordinate and mature the Global Data Centers incident management program across diverse regions. The role partners with operational teams to standardize processes, improve governance, and enhance KPI tracking.

The ideal candidate will have 5+ years in incident management, strong ITSM knowledge, and proficiency with ServiceNow or similar platforms.