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Form of workNTT 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 Major Incident Manager - Remote to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).
The Major Incident Manager is responsible for end-to-end management of all IT Major Incidents:
• Continuous monitoring of the IT Services to detect potential critical issues on a 24/7 basis
• Leading, driving, coordinating, facilitating, and chairing all troubleshooting activities, meetings and conference calls dedicated to prompt resolution of Major Incidents
• Conducting escalation to service support teams, senior management, and leaders to ensure appropriate awareness, engagement and focus.
• Produce accurate and timely communications tailored to relevant audiences (Senior Leaders, Internal Stakeholders and Customers)
• Produce accurate and thorough Major Incident Reports to customers and Stakeholders.
• Audit and ensure ticket compliance per ITIL and Major Incident Management best practices.
• Adapts communication techniques for audiences at multiple internal and external levels
• Provide guidance and governance to technical cross-functional teams and customers on proper Major Incident Management processes, procedures, and best practices.
Basic Qualifications:
• Minimum 6 years of relevant experience or equivalent combination of education and work experience.
• Minimum 6 years of experience with ITIL processes and principals
• Minimum 6 years of experience handling multiple accounts
• Minimum 6 years working with ITIL Tools (ServiceNow preferably)
Preferred Skills:
• Strong understanding of
• Leadership skills
• Good knowledge of IT tools and processes
• Experience in customer-facing situations
• Strong verbal and written communication skills
• Strong technical documentation skills
• Competencies in conflict resolution, customer service, facilitation, and executive presentation
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
Job Segment: Manager, Consulting, Management, Technology
