ITIL Account Service Senior Specialist

Job Description

Req ID: 327225 NTT DATA 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 ITIL Account Service Senior Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). In your role, you will Work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their vision Define the Incident management strategy and focus on Gaps and Process improvements Work effectively across the organization with stakeholders, service teams and subject matter experts to support IT issues Compile, analyze, and report statistical data and trends relating to service level compliance and operational effectiveness Develop and maintain thresholds/severity matrix, escalations matrix, incident playbooks and perform PIRs. Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvements Set direction and provide a framework through which Incident Management process improvement objectives can be delivered Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs Gather feedback from end users to understand how to improve efficiencies when it comes to Incident management Provide relevant coaching, training, and support to champion Incident management culture within the organization. As our ideal candidate, You have a University Degree in Engineering, Computer Science, or relevant technical degrees You have 5 years of experience as an IT Incident Manager You have 3 years of experience in ITIL implementation and Project coordination You have ITIL Foundation Certification You have 3+ years of experience of ITSM processes and ServiceNow, specially ServiceNow Incident Management module. You have outstanding communication skills - Written and Verbal, in English You have expertise on Microsoft Word, Excel and Powerpoint