Incident Manager

NTT DATA, Inc.; Indianapolis (IN); Vor Ort; USD 13.000 - 19.000; Vollzeit

Zusammenfassung

NTT DATA in Noida, India, seeks an Incident Manager to identify, synthesize and manage IT issues across the enterprise, aligning incident processes with global standards and driving CPI.

You will work with stakeholders, define strategies, develop playbooks, report on KPIs and SLAs, and coach teams to improve incident response and service reliability.

Qualifikationen

• Experience in incident management and IT service management best practices.
• Strong stakeholder engagement and communication skills.
• Ability to define strategies and drive process improvements.

Aufgaben

• Identify, synthesize, organize, and manage IT issues to support end users across the enterprise.
• Define incident management strategy and focus on gaps and process improvements.
• Develop and maintain incident playbooks, thresholds, and escalation matrices.
• Analyze data and report trends relating to service levels and operational effectiveness.
• Coach and train teams to foster an incident management culture.

Jobbeschreibung

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization,

We are currently seeking a Incident Manager to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). We are currently seeking an Incident Manager to join our team.

The Incident Manager role is to identify, synthesize, organize, and manage IT issues to support end users across the enterprise.This strategic (design) and hands on delivery (implementation) role manages all aspects of Incident Management, creates guidelines for process usage, and how it integrates with the other processes, and how to keep it from growing stale.

In your role, you will:

• Work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their vision
• Define the Incident management strategy and focus on Gaps and Process improvements
• Work effectively across the organization with stakeholders, service teams and subject matter experts to support IT issues
• Compile, analyze, and report statistical data and trends relating to service level compliance and operational effectiveness
• Develop and maintain thresholds/severity matrix, escalations matrix, incident playbooks and perform PIRs.
• Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvements
• Set direction and provide a framework through which Incident Management process improvement objectives can be delivered
• Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs
• Gather feedback from end users to understand how to improve efficiencies when it comes to Incident management
• Provide relevant coaching, training, and support to champion Incident management culture within the organization.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA Group and Operations

NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

Equal Opportunity Statement

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .