Incident Management Specialist

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The Senior Associate Incident Management Specialist has the primary responsibility to oversee and manage the end-to-end process of identifying, assessing, and resolving IT service incidents within NTT Ltd. This role is critical in minimizing the impact of incidents on business operations, ensuring timely resolution, and restoring services to normal operation. This role collaborates with cross-functional teams, such IT support teams, technical experts, and stakeholders, to coordinate and execute the incident management process effectively.

Working at NTT

Key Roles and Responsibilities:

Monitors various sources, such as monitoring tools, user reports, and system alerts, to detect and identify incidents promptly and assesses the impact and urgency of incidents based on predefined severity levels, business priorities, and service level agreements (SLAs).

Performs initial triage of incidents, categorizes them appropriately, and assigns the appropriate priority level based on the impact, urgency, and business needs.

Collaborates with relevant teams to prioritize incidents and allocate resources accordingly.

Facilitates the escalation of incidents to the appropriate support groups or technical teams as per defined escalation procedures and ensures proper communication and collaboration among teams involved in incident resolution, including providing necessary updates to stakeholders.

Conducts thorough investigations to determine the root cause of incidents and analyzes the available data, performs troubleshooting, and collaborates with technical experts to identify underlying issues and contributes to the development of long-term solutions.

Coordinates and tracks the resolution process to ensure timely and effective incident resolution and provides guidance and support to technical teams, ensuring adherence to incident management processes and best practices.

Keeps relevant stakeholders, including end-users, management, and other relevant parties, informed about incident status, progress, and resolutions.

Performs post-incident analysis to identify trends, recurring incidents, and areas for improvement and generates incident reports and provides insights on incident metrics, trends, and key performance indicators (KPIs) to management and relevant stakeholders.

Contributes to the continuous improvement of the incident management process and identifies opportunities to enhance incident response times, reduce incident recurrence, and improve incident management procedures.

Utilizes incident management tools and technologies effectively to streamline incident handling, tracking, and reporting.

Develops and delivers incident management training programmes to educate relevant teams on incident management processes, procedures, and best practices.

Fosters a culture of knowledge sharing by documenting lessons learned, creating knowledge base articles, and providing guidance to improve incident response capabilities.

Knowledge, Skills and Attributes:

Understanding of IT service management (ITSM) principles, specifically incident management processes and best practices.

Strong communication and interpersonal skills to effectively collaborate with technical teams, stakeholders, and end-users.

Ability to work well under pressure and manage multiple incidents simultaneously.

Knowledge of IT infrastructure, systems, and technologies, including networks, servers, databases, and applications.

Attention to detail, organisation skills, and ability to prioritize tasks effectively.

Continuous learning mindset and a desire to stay updated on industry trends and best practices in incident management.

Applies learned techniques, as well as NTT policies and procedures to resolve a variety of issues.

Academic Qualifications and Certifications:

Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field

ITIL foundation certification

Relevant IT certifications preferred

Required Experience:

Moderate level of demonstrated experience in incident management or a similar role within a global IT Services organization

Skills Summary

Continual Improvement Process, Incident Management, IT Service Management (ITIL), Managed IT Services, Risk Management, Service Level Management

What will make you a good fit for the role

Workplace type:

On-site Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Full time