Remote Global Incident Management Program Lead

NTT Global Data Centers Americas, Inc.; United States; Remote; USD 123,000 - 155,000; Full time

Benefits offered by this job

Monthly remote stipend

Annual bonus

Health, dental, vision benefits

401k retirement plan

Job summary

NTT Global Data Centers Americas, Inc. seeks an Incident Management Program Lead to coordinate and mature the global incident management program across GDC. You will lead governance, develop standards, and partner with regional teams to standardize processes and improve KPI tracking.

The role emphasizes cross-region collaboration, reporting, and continuous improvement, with remote work options and occasional on-site collaboration. Strong ITSM and data center operations background required.

Qualifications

• Experience in incident management, service management, and IT operations.
• Experience coordinating cross-functional initiatives with multiple stakeholders.
• Experience producing operational reports, dashboards, scorecards, and presentations.

Responsibilities

• Support ongoing maturity and continuous improvement of the GDC Incident Management Program.
• Identify process gaps and recommendations to enhance effectiveness and adoption.
• Lead incident management governance meetings and post-incident reviews.
• Coordinate across Americas, Europe, APAC, Japan, and India to drive alignment of standards.
• Develop and maintain incident communication templates and reporting materials.
• Track actions, decisions, risks, and improvement initiatives across regions.

Skills

Incident management

ITSM

Governance

Stakeholder engagement

KPI reporting

Process improvement

Data center ops

Cross-functional

Education

Bachelor's degree in IT/Operations

Tools

ServiceNow

Remedy

Jira Service Management

Job description

NTT Global Data Centers Americas, Inc. seeks an Incident Management Program Lead to coordinate and mature the global incident management program across GDC. You will lead governance, develop standards, and partner with regional teams to standardize processes and improve KPI tracking.

The role emphasizes cross-region collaboration, reporting, and continuous improvement, with remote work options and occasional on-site collaboration. Strong ITSM and data center operations background required.