Incident Manager

NTT; Santa Clara (CA); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Senior Associate Incident Management Specialist, where you will play a crucial role in overseeing the incident management process. This position involves collaborating with cross-functional teams to ensure timely resolution of IT service incidents, minimizing their impact on business operations. You will be responsible for monitoring incidents, conducting root cause analyses, and contributing to continuous improvement efforts. In this dynamic environment, you will have the opportunity to grow your skills and make a significant impact in a diverse and inclusive workplace. Embrace the chance to thrive in a role that combines technical expertise with effective communication and collaboration.

Qualifications

• Understanding of ITSM principles and incident management best practices.
• Strong communication and interpersonal skills for collaboration.

Responsibilities

• Oversee the end-to-end process of managing IT service incidents.
• Collaborate with teams to prioritize and resolve incidents promptly.

Skills

Incident Management

Communication Skills

Interpersonal Skills

ITSM Principles

Problem Solving

Attention to Detail

Organizational Skills

Ability to Work Under Pressure

Education

Bachelor's degree in Computer Science or Information Technology

ITIL Certification

Relevant IT Certifications

Tools

Incident Management Tools

Job description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Associate Incident Management Specialist is a developing subject matter expert, responsible for overseeing and managing the end-to-end process of identifying, assessing, and resolving IT service incidents. This role is critical in minimizing the impact of incidents on business operations, ensuring timely resolution, and restoring services to normal operation. The Senior Associate Incident Management Specialist collaborates with cross-functional teams, such as IT support teams, technical experts, and stakeholders, to coordinate and execute the incident management process effectively.

What you'll be doing

Key Responsibilities:

• Monitors various sources, such as monitoring tools, user reports, and system alerts, to detect and identify incidents promptly and assesses the impact and urgency of incidents based on predefined severity levels, business priorities, and service level agreements (SLAs).
• Performs initial triage of incidents, categorizes them appropriately, and assigns the appropriate priority level based on the impact, urgency, and business needs.
• Collaborates with relevant teams to prioritize incidents and allocate resources accordingly.
• Facilitates the escalation of incidents to the appropriate support groups or technical teams as per defined escalation procedures and ensures proper communication and collaboration among teams involved in incident resolution, including providing necessary updates to stakeholders.
• Conducts thorough investigations to determine the root cause of incidents and analyzes the available data, performs troubleshooting, and collaborates with technical experts to identify underlying issues and contributes to the development of long-term solutions.
• Coordinates and tracks the resolution process to ensure timely and effective incident resolution and provides guidance and support to technical teams, ensuring adherence to incident management processes and best practices.
• Keeps relevant stakeholders, including end-users, management, and other relevant parties, informed about incident status, progress, and resolutions.
• Performs post-incident analysis to identify trends, recurring incidents, and areas for improvement and generates incident reports and provides insights on incident metrics, trends, and key performance indicators (KPIs) to management and relevant stakeholders.
• Contributes to the continuous improvement of the incident management process and identifies opportunities to enhance incident response times, reduce incident recurrence, and improve incident management procedures.
• Utilizes incident management tools and technologies effectively to streamline incident handling, tracking, and reporting.
• Develops and delivers incident management training programmes to educate relevant teams on incident management processes, procedures, and best practices.
• Fosters a culture of knowledge sharing by documenting lessons learned, creating knowledge base articles, and providing guidance to improve incident response capabilities.
• Performs any other related task as required.

Knowledge, Skills and Attributes:

• Understanding of IT service management (ITSM) principles, specifically incident management processes and best practices.
• Strong communication and interpersonal skills to effectively collaborate with technical teams, stakeholders, and end-users.
• Ability to work well under pressure and manage multiple incidents simultaneously.
• Knowledge of IT infrastructure, systems, and technologies, including networks, servers, databases, and applications.
• Attention to detail, organisation skills, and ability to prioritize tasks effectively.
• Continuous learning mindset and a desire to stay updated on industry trends and best practices in incident management.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field.
• ITIL certification (Specialist preferable).
• Relevant IT certifications preferred.

Required Experience:

• Moderate level of demonstrated experience in incident management or a similar role within a global IT Services organisation.

Workplace type: Remote Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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. Apply today.