Senior Associate Incident Management (L2)

As a Senior Associate Incident Management Specialist at NTT DATA, you will play a crucial role in overseeing and managing the end-to-end process of identifying, assessing, and resolving IT service incidents. Your responsibilities will include: - Monitoring various sources to detect and identify incidents promptly, assessing impact and urgency based on predefined severity levels, business priorities, and SLAs. - Performing initial triage, categorizing incidents, and assigning appropriate priority levels. - Collaborating with relevant teams to prioritize incidents and allocate resources accordingly. - Facilitating escalation of incidents to appropriate support groups and ensuring proper communication among teams involved. - Conducting thorough investigations to determine root causes, analyze data, troubleshoot, and identify long-term solutions. - Coordinating and tracking the resolution process, providing guidance and support to technical teams. - Keeping stakeholders informed about incident status, progress, and resolutions. - Performing post-incident analysis to identify trends, recurring incidents, and areas for improvement. - Contributing to continuous improvement of incident management processes and identifying opportunities for enhancement. - Utilizing incident management tools and technologies effectively. - Developing and delivering incident management training programs. - Fostering a culture of knowledge sharing by documenting lessons learned and creating knowledge base articles. Knowledge, Skills and Attributes required for this role include: - Understanding of ITSM principles, specifically incident management processes and best practices. - Strong communication and interpersonal skills. - Ability to work well under pressure and manage multiple incidents simultaneously. - Knowledge of IT infrastructure, systems, and technologies. - Attention to detail, organization skills, and ability to prioritize tasks effectively. - Continuous learning mindset and desire to stay updated on industry trends. Qualifications and certifications needed: - Bachelor's degree in Computer Science or Information Technology. - ITIL certification (Specialist preferable). - Relevant IT certifications preferred. Experience required: - Moderate level of demonstrated experience in incident management or a similar role within a global IT Services organization. NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. They are committed to accelerating client success and positively impacting society through responsible innovation. As a Global Top Employer, NTT DATA offers experts in more than 50 countries and access to a robust ecosystem of innovation centers and partners. They are part of NTT Group, which invests over $3 billion each year in R&D. NTT DATA is an Equal Opportunity Employer that values diversity and is committed to providing an environment free of unfair discrimination and harassment. They encourage individuals from all backgrounds to join their global team and accelerate their careers. As a Senior Associate Incident Management Specialist at NTT DATA, you will play a crucial role in overseeing and managing the end-to-end process of identifying, assessing, and resolving IT service incidents. Your responsibilities will include: - Monitoring various sources to detect and identify incidents promptly, assessing impact and urgency based on predefined severity levels, business priorities, and SLAs. - Performing initial triage, categorizing incidents, and assigning appropriate priority levels. - Collaborating with relevant teams to prioritize incidents and allocate resources accordingly. - Facilitating escalation of incidents to appropriate support groups and ensuring proper communication among teams involved. - Conducting thorough investigations to determine root causes, analyze data, troubleshoot, and identify long-term solutions. - Coordinating and tracking the resolution process, providing guidance and support to technical teams. - Keeping stakeholders informed about incident status, progress, and resolutions. - Performing post-incident analysis to identify trends, recurring incidents, and areas for improvement. - Contributing to continuous improvement of incident management processes and identifying opportunities for enhancement. - Utilizing incident management tools and technologies effectively. - Developing and delivering incident management training programs. - Fostering a culture of knowledge sharing by documenting lessons learned and creating knowledge base articles. Knowledge, Skills and Attributes required for this role include: - Understanding of ITSM principles, specifically incident management processes and best practices. - Strong communication and interpersonal skills. - Ability to work well under pressure and manage multiple incidents simultaneously. - Knowledge of IT infrastructure, systems, and technologies. - Attention to detail, organization sk