Incident Management Jobs

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Plans, performs, and implements process improvement initiatives (such as Lean or Six Sigma).

Diagrams and evaluates existing processes.

Organizes leads and facilitates cross-functional project teams.

Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

Collects data to identify the root cause of problems.

Measures performance against process requirements.

Aligns improvement to performance shortfalls.

Provides consultation on the use of re-engineering techniques to improve process performance and product quality.

May deliver presentations and training courses including measurement, analysis, improvement, and control.

Surveys and analyzes best practices for techniques and processes.

Communicates team progress. Performs cost and benefit analyses.

Working at NTT

Incident Management Specialists are accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or configuring normal operations considered an incident and/or event.

Key Roles and Responsibilities:

• Keeps a log of incidents and examines and analyses received incidents.
• Assesses data gathered during the incident management process and provides guidance on the enhancement of quality of the service delivered and reduction of overall incidents.
• Models incidents based on their categories allowing easy prioritization.
• Implements structured process flows from reporting to resolving incidents and records known errors with resolution steps in the relevant knowledge articles.
• Receives, prioritizes, and resolves complex or escalated incidents and events related to applications, software, and hardware.
• Assist with the documentation of troubleshooting steps and service restoration details
• Resolves incidents within the specified service level agreements or operational level agreements to ensure restoration of service interruption.
• Works with colleagues to establish a framework for reference to be used when resolving incidents that reoccur and are of a similar nature.
• Identify the resources and proficiency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective resolution.

Knowledge, Skills, and Attributes:

• Strong ability to interpret processes and policies
• Display client service orientation with good communication skills
• Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
• Good analytical and reasoning skills
• Strong ability to analyze and interpret data to inform continuous improvement initiatives
• Achievement driven and delivery focused while maintaining the required quality
• Proactive in approach and good attention to detail

Academic Qualifications and Certifications:

• ISO20000
• ITIL Expert
• Six Sigma
• Degree in a Computer Science or Information Technology field, or some equivalent work experience
• Lean
• ISO15504
• Agile
• COBIT5
• Kepner Tregoe
• ITIL certification (expert level)

Required Experience:

• Good experience in ITSM
• Demonstrated experience analyzing processes and recommending improvements
• Experience working with data sets
• Experience with writing knowledge articles
• Demonstrated experience working with internal and external stakeholders
• Proven experience managing incidents of a complex nature
• Service desk experience

What will make you a good fit for the role?

:

• To monitor and track incidents managed by incident management and to ensure that incidents information are collected properly for reference
• To ensure helpdesk services level is met and proper reminder is triggered out for any tickets in pipeline
• To manage daily incident and coordinate with the respective support and related parties in investigation, impact assessment, recovery action, root cause analysis and permanent solution of an incident
• To liaise and coordinate with regional incident management team and LOBT command center for regional support related incident
• To prepare data request for internal or external purposes including audit, regulator request, etc.
• To ensure all helpdesk daily administration are running properly and to ensure BAU alignment with incident management team
• To handle and manage incidents effectively based on the agreed runbook and ensuring no delays in the overall process.
• To prepare any monthly or regular reports for monitoring, health check and regular review
• To ensure system alerts received by both incident management and helpdesk team are escalated properly and in a timely manner

Job Requirements:

• Experience in issue analysis and redirecting tickets to appropriate support resources
• Experience in preparing documentations, reports and presentation
• Experience in identifying and escalate situations requiring urgent attention
• Having IT related education background is preferred
• Experience in tracking and perform follow up to respective parties
• Good understanding and having experience on customer/user service handling
• Having experience in incident management role is preferred
• Experience min 4 years
• Experience in responding to request for technical assistance in person, via available channels
• Proficient in English both verbal and written
• Experience in coordinating and communicate between related parties during incident
• Analytical skill
• Strong communication skills, proactive, and attention to detail

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