Incident Management Program Lead

Global Data Centers Americas, Inc.; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

NTT Global Data Centers is seeking an Incident Management Program Lead to coordinate, administer, and mature the incident management program across global regions. You will drive governance, standards, reporting, and KPI tracking while collaborating with regional teams, operations, and technology partners to improve process standardization and organizational maturity.

You will help ensure consistent execution, identify gaps, and promote continuous improvement as business needs and supporting

Qualifications

• Strong understanding of incident management principles and data center best practices.
• Experience with ITSM frameworks (ITIL) and governance structures.
• Ability to coordinate across regions and time zones.
• Excellent communication, reporting, and stakeholder management skills.

Responsibilities

• Coordinate, administer, and mature the GDC incident management program globally and regionally.
• Lead governance meetings, post-incident reviews, and KPI tracking.
• Develop and maintain incident standards, templates, and reporting.
• Partner with regional teams and technology partners to drive standardization and adoption.
• Track actions, risks, and improvement initiatives across multiple regions.
• Promote consistent execution and continuous improvement of incident management practices.

Skills

Incident management

Governance

Stakeholder collaboration

ITSM Knowledge

Job description

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

The Incident Management Program Lead is responsible for coordinating, administering, and continuously maturing the Global Data Centers (GDC) incident management program, globally and regionally across GDC. This role serves as the operational lead for the program and works across the organization to improve the consistency, effectiveness, governance, and adoption of incident management practices.

The position is responsible for developing and maintaining incident management standards, processes, communication templates, reporting, governance activities, and KPI tracking. The role partners with operational teams, regional stakeholders, and technology partners to identify opportunities for improvement, drive process standardization, increase organizational maturity, and strengthen the company's overall incident management capabilities.

In addition to supporting the day to day operation of the program, this position plays a key role in advancing incident management maturity by identifying gaps, recommending enhancements, facilitating governance activities, improving reporting and metrics, and promoting consistent execution across the organization. The role acts as a central point of coordination for incident management practices and helps ensure the program evolves as business requirements, operational needs, and supporting technologies mature.

What we are looking for

SUMMARY

The Incident Management Program Lead is responsible for coordinating, administering, and continuously maturing the Global Data Centers (GDC) incident management program, globally and regionally across GDC. This role serves as the operational lead for the program and works across the organization to improve the consistency, effectiveness, governance, and adoption of incident management practices.

The position is responsible for developing and maintaining incident management standards, processes, communication templates, reporting, governance activities, and KPI tracking. The role partners with operational teams, regional stakeholders, and technology partners to identify opportunities for improvement, drive process standardization, increase organizational maturity, and strengthen the company's overall incident management capabilities.

In addition to supporting the day to day operation of the program, this position plays a key role in advancing incident management maturity by identifying gaps, recommending enhancements, facilitating governance activities, improving reporting and metrics, and promoting consistent execution across the organization. The role acts as a central point of coordination for incident management practices and helps ensure the program evolves as business requirements, operational needs, and supporting technologies mature.

KEY RESPONSIBILITIES

• Support the ongoing maturity and continuous improvement of the GDC Incident Management Program.
• Identify process gaps, improvement opportunities, and recommendations to enhance program effectiveness, adoption, and consistency.
• Assist in the development and implementation of incident management policies, standards, and procedures.
• Lead incident management governance meetings, working sessions, and post-incident reviews.
• Partner with stakeholders across the Americas, Europe, APAC, Japan, and India to drive alignment and adoption of incident management standards.
• Coordinate and track actions, decisions, risks, and improvement initiatives.
• Develop, maintain, and improve incident communication templates, standards, and supporting documentation.
• Ensure incident communications and documentation align with established policies and governance requirements.
• Support awareness and training activities related to incident management practices.
• Develop and maintain incident management reporting, dashboards, and performance metrics.
• Analyze incident trends and provide recommendations for process, governance, and operational improvements.
• Track corrective actions and support continuous improvement initiatives across the program.
• Collaborate effectively with teams and stakeholders across multiple regions and time zones.
• Demonstrate flexibility to support global business operations, including occasional early morning or evening meetings to accommodate international stakeholders.
• Other duties as assigned.

KNOWLEDGE & ATTRIBUTES

Strong understanding of incident management principles, processes, and data center industry best practices.

Knowledge of IT Service Management (ITSM) frameworks, including incident, problem, change, and service