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NTT DATA Business Solutions
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ITIL Account Service Senior Specialist

ITIL Account Service Senior Specialist

NTT DATA Business Solutions

5 - 10 years

11 - 12 Lacs

Noida

Posted:2 months ago| Platform:

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Skills Required

Computer science Content strategy Service level Process improvement Artificial Intelligence Incident management Management microsoft ITIL Operations

Work Mode

Work from Office

Job Type

Full Time

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

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ITIL Account Service Senior Specialist