Req ID: 292681
NTT DATA Services 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 Noida, Uttar Pradesh (IN-UP), India (IN).
What you will do
Prioritizes and Commands high priority major incident calls including communication with Executives and Crisis Management Teams
Maintains and reviews high priority incident documentation in the Incident Management Module including sending Senior Leadership and stakeholder communications
Lead the progress and development of the Post Incident Review (PIR) process and ensure proper improvements are designed and implemented. Focus on improvements in T&I participation, Reporting, and automation. Participates in and may Chair PIR meetings which includes note taking and distribution.
Properly escalate and ensue the team properly escalates issues that have potential to generate impact including documenting problem records/tasks and known issues./ ensure proper procedures are followed with documentation in these areas
Design and Generate reports to analyze and recognize incident trends, escalate and make suggestions on how to remediate.
Participate in Change Review meeting. Approve Change Requests and ensure all Change Requests are in compliance and are appropriate for cross impact considerations.
Design, coordinate and implement updates to the Incident mgmt process
Oversee the development of a training program to help staff from many departments manage incidents efficiently and confidently. Inspire teams to work with the incident management team to ensure efficiency and standards compliance.
Participate in audits and examinations of the Incident Management processes. Responsibility for tracking and closing audit findings and Self Identified issues and improvements in process and controls.
Evaluate analyze and reports of trends and reoccurring issues. Escalate to the SLT and appropriate Risk and Operations committees as necessary and provide leadership for resolutions and improvements to resilience of systems and service availability.
Ensure the Incident Management process is in compliance with all policies, standards and applicable regulations.
Evaluate and document team performance reviews. Deliver team member reviews to the staff.
All other appropriate duties as required.
Must-Have*
Bachelor's Degree or equivalent
Minimum 10 years of IT experience
Minimum 7 year in an Incident Management focused role
Minimum 5 years of experience in BFSI as Incident Manager
Skills and Knowledge
ITSM Toolset and SharePoint experience preferred
ITIL V4 Foundation Certification preferred
ITIL V4 Managing Professional Certification preferred
Knowledge of Incident management methodology
Ability to communicate effectively across the reporting structure of an enterprise technology division
General familiarity with an enterprise technology environment that involves server and cloud hosted applications, databases, network architecture and multiple technology platforms
Experience working with regulatory auditors
Experience managing meetings of assertive technical stakeholders and guiding discussions into decisions
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com .
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