Incident Manager - IT Service Management

Incident Manager

Req ID: 362320 

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, apply now.

We are currently seeking a Incident Manager to join our team in Bangalore, Karnātaka (IN-KA), 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.
An ideal candidate thrives in a dynamic fast-paced environment and has an ITIL background in leading content and information architecture strategy across an organization.
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.

Qualifications

• University Degree in Engineering, Computer Science, or relevant technical degrees
• You have 5 years of experience as an CMDB Manager
• 3 years of experience in ITIL implementation and Project coordination
• ITIL Foundation Certification
• 3+ years of experience of ITSM processes and ServiceNow, specially ServiceNow Incident Management module.
• Outstanding communication skills – Written and Verbal, in English
• You have expertise on Microsoft Word, Excel and Powerpoint

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 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. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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Experience Level

Mid Level