Major Incident Management - Noida, India - NTT Data Information Processing Services Private Limited

Description

Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups
Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
Assembles the resources necessary to achieve the resolution of Major Incidents
Responsible for leading and driving Major Incidents until resolved
Develops and delivers Incident communication of Major Incidents to Users and NTTDS leadership (based on required content and frequency as determined by account)
Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers
Provides incident documentation to appropriate service management teams
Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts.
Ensures contractual Service Support requirements are understood and managed.
Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
Provides point of contact for MIM process related questions or issues and facilitates process related meetings.


REQUIREMENTS
24/7 Availability
ITIL Foundation Certification
Excellent Communication Skills
Previous Incident Management experience
Critical/Major Incident Management experience is considered a plus.