Incident Management Program Lead

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

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 request management.
• Understanding of operational governance, compliance, and process improvement methodologies.
• Knowledge of incident communications, stakeholder engagement, and escalation management practices.
• Familiarity with KPI development, operational reporting, trend analysis, and performance measurement.
• Understanding of process documentation, policy implementation, and organizational adoption practices.
• Knowledge of ITSM platforms and workflows, preferably ServiceNow.
• Understanding of post incident reviews, corrective action management, and continuous improvement techniques.
• Awareness of operational risk management and the impact of incidents to business operations and clients.
• Process oriented with a passion for operational excellence and continuous improvement.
• Self‑motivated and capable of working independently with minimal supervision.
• Highly organized and able to manage multiple priorities simultaneously.
• Collaborative and able to build credibility and influence within a matrixed organization.
• Persistent and proactive in driving action and follow through.
• Comfortable working in a developing and evolving environment with changing priorities.
• Naturally inquisitive and motivated to challenge existing practices constructively.
• Professional, resilient, and confident when engaging with stakeholders at various organizational levels.
• Results oriented with a strong sense of accountability and ownership.

ACADEMIC QUALIFICATIONS & CERTIFICATIONS

High School Diploma required or Bachelor’s degree in information technology, Operations Management, or a related field or equivalent combination of education and relevant professional experience normally obtained with 4-6 years of related experience.

REQUIRED EXPERIENCE

• 5+ years of experience in incident management, service management, IT operations, operational governance, process management, operational excellence, data center operations, or a related discipline.
• Experience coordinating cross functional initiatives involving multiple stakeholders.
• Experience developing or maintaining process documentation, procedures, standards, or governance materials.
• Experience producing operational reports, dashboards, scorecards, and management presentations.
• Experience leading meetings, workshops, governance forums, or stakeholder review sessions.
• Experience tracking action plans, managing follow up activities, and driving accountability across teams.
• Experience identifying process improvement opportunities and supporting implementation of corrective actions.
• Experience working within a matrixed or global organization.
• Experience utilizing ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.

PHYSICAL REQUIREMENTS

Primarily sitting with some walking, standing, and bending. Able to hear and speak on the telephone. Close visual work on a computer terminal. Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.

WORK CONDITIONS & OTHER REQUIREMENTS

Primarily remote, with occasional on site collaboration as required. Flexibility to work across global time zones. Ability to participate in meetings and activities outside of normal business hours on occasion to support global stakeholders across multiple time zones. Ability to travel domestically and internationally as business needs require. (~10%). Must possess a valid U.S. passport or be able to obtain and maintain a valid U.S. passport.

Compensation

Compensation Pay Range For roles residing in the US, we share pay and benefit levels to support pay transparency requirements. For other countries, we are more than happy to share our competitive pay and benefit levels during the interview process. This is a remote position that requires reliable internet connection and electricity. NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location.

• Base salary for this position is: $123,025 - $155,000
• All regular full‑time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
• A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.
• Employees receive paid time‑off, medical, dental, and vision benefits, life and supplemental insurance, short‑term and long‑term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local‑to‑global data center expertise, aligned with our connected platform of AI‑ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.

NTT Global Data Centers is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Join our growing global team and accelerate your career with us.

Data centers are the foundation of the digital world and at NTT Global Data Centers, we are one of the largest providers across the globe. We offer a wide variety of exciting and challenging careers that deliver opportunities to shape our ever‑changing world. Our diverse, inspiring workforce is the heart and soul of our company, providing the best experience for our clients every day. By bringing together our global capabilities and local expertise, we help our clients achieve their goals, anywhere in the world. Together, we can accomplish the extraordinary and work to create a more sustainable world with rewarding benefits for everyone - clients, employees, investors, partners, and communities.