IT Incident Manager: Strategy & Incident Response

NTT DATA, Inc.; Butlerville (IN); On-site; USD 16,000 - 26,000; Full time

Job summary

NTT DATA is seeking an Incident Manager to lead incident management activities, drive process improvements, and collaborate across the organization to minimize IT issues and downtime. The role emphasizes governance, reporting, and strategic alignment with stakeholders globally.

The ideal candidate has ITIL experience, strong analytical skills, and a track record of delivering incident management playbooks, escalations, and CSI reporting in a fast-paced environment.

Qualifications

• ITIL knowledge and incident-management experience are required.
• Ability to define, improve, and implement incident processes.
• Strong collaboration with business stakeholders to ensure alignment and timely resolutions.

Responsibilities

• Work with stakeholders to maintain global content consistency and strategy.
• Define incident management strategy and identify gaps and process improvements.
• Coordinate with service teams and SMEs to address IT issues.
• Analyze trends, report on SLAs, and support CSI initiatives.
• Develop incident playbooks, escalation matrices, and PIRs.
• Advise business and IT on incident management policies and improvements.

Skills

ITIL framework

Incident management

Stakeholder mgmt

Data analysis

Tools

ITSM tools

Job description

NTT DATA is seeking an Incident Manager to lead incident management activities, drive process improvements, and collaborate across the organization to minimize IT issues and downtime. The role emphasizes governance, reporting, and strategic alignment with stakeholders globally.

The ideal candidate has ITIL experience, strong analytical skills, and a track record of delivering incident management playbooks, escalations, and CSI reporting in a fast-paced environment.