Global Incident Management Lead (Remote)

NTT Global Data Centers Americas, Inc.; Virginia; Remote; USD 123,000 - 155,000; Full time

Benefits offered by this job

Annual bonus

Remote work stipend

Comprehensive benefits

Job summary

NTT Global Data Centers Americas, Inc. seeks an Incident Management Program Lead to coordinate and mature the global incident management program across regions. You will standardize processes, govern policies, and drive KPI tracking while partnering with operational teams and technology partners.

The role requires strong ITSM knowledge, governance experience, and the ability to influence across a matrixed organization, with occasional global meetings and travel as needed.

Qualifications

• 5+ years of experience in incident management, service management, IT operations, or related discipline.
• Experience coordinating cross-functional initiatives with multiple stakeholders.
• Experience developing or maintaining process documentation, procedures, standards, or governance materials.
• Experience producing operational reports, dashboards, scorecards, and management presentations.
• Experience leading governance meetings, workshops, or stakeholder review sessions.

Responsibilities

• Support ongoing maturity and continuous improvement of the GDC Incident Management Program.
• Identify gaps and recommendations to enhance program effectiveness, adoption, and consistency.
• Develop and implement incident management policies, standards, and procedures.
• Lead governance meetings, working sessions, and post-incident reviews.
• Coordinate with regional and global stakeholders to drive alignment of incident standards.

Skills

Incident management

ITSM

Governance

KPI reporting

Stakeholder management

Cross-functional collaboration

ServiceNow

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

Remedy

Jira Service Management

Job description

NTT Global Data Centers Americas, Inc. seeks an Incident Management Program Lead to coordinate and mature the global incident management program across regions. You will standardize processes, govern policies, and drive KPI tracking while partnering with operational teams and technology partners.

The role requires strong ITSM knowledge, governance experience, and the ability to influence across a matrixed organization, with occasional global meetings and travel as needed.