Senior Remote Incident Management Specialist

NTT America, Inc.; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

NTT America, Inc. is seeking a Senior Associate Incident Management Specialist to oversee end-to-end incident handling in a remote environment.

You will coordinate with IT support teams, perform triage, investigate root causes, and drive timely restoration of services to minimize business impact. In this role you will monitor alerts, manage priorities, escalate as needed, and produce post-incident analyses and KPI reports for management.

Qualifications

• Bachelor's degree in Computer Science or IT, Information Technology, or related field.
• ITIL certification preferred.
• Moderate incident-management experience in a global IT services organization.
• Strong communication and ability to work under pressure.

Responsibilities

• Monitor sources (tools, user reports, alerts) to detect incidents and assess impact.
• Perform initial triage, categorize, and set priorities based on impact and urgency.
• Collaborate with teams to prioritize incidents and allocate resources.
• Escalate incidents per procedures and communicate updates to stakeholders.
• Conduct root-cause analysis and contribute to long-term solutions.
• Coordinate and track resolution, ensuring timely closure and reporting.

Skills

ITSM fundamentals

Incident management

Stakeholder communication

Troubleshooting

Prioritization under pressure

Education

Bachelor's degree in Computer Science or IT

Tools

ITIL Certification

Incident management platforms

Monitoring tools

Job description

NTT America, Inc. is seeking a Senior Associate Incident Management Specialist to oversee end-to-end incident handling in a remote environment.

You will coordinate with IT support teams, perform triage, investigate root causes, and drive timely restoration of services to minimize business impact. In this role you will monitor alerts, manage priorities, escalate as needed, and produce post-incident analyses and KPI reports for management.