Incident Manager

NTT Ltd.

1d • Remote

About The Position

The Associate Incident Management Specialist is an entry-level subject matter expert responsible for learning skills by working with more senior colleagues to ensure that all issues relating to the availability of IT services are recorded and assists with the design of ways to prevent problems in the future. 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 part of NTT Group, which invests over $3 billion each year in R&D.

Requirements

• Analytical and reasoning skills
• Aptitude for learning and the ability to interpret processes and policies
• Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
• Proactive in approach and good attention to detail
• Achievement driven and delivery focused while maintaining the required quality
• Display client service orientation with good communication skills
• Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field.
• ITIL certification (Specialist preferable).
• Relevant IT certifications preferred.
• Some experience working with internal and external stakeholders.
• Some experience analyzing processes and recommending improvements.
• Some experience in ITSM.

Responsibilities

• Assist with providing technical support to customers and teams.
• Keeps a log of incidents and assists with examining of less complex incidents.
• Follows processes in the prevention and reduction of similar problems from arising in the future.
• Assist with the resolution of less complex incidents within the specified service level agreements or operational level agreements.
• Assist with the documentation of troubleshooting steps and service restoration details.
• Work with more senior colleagues in the team to identify problems and resolve assigned incidents.
• Escalate incidents of a complex nature to more senior team members.
• Assist with the creation and submission of knowledge articles as and when required.
• Performs any other related task as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees