ITIL Operations Analysis Senior Specialist

Role Overview: As an ITIL Operations Analysis Senior Specialist at NTT DATA in Noida, Uttar Pradesh (IN-UP), India, you will be responsible for managing Major Incidents and ensuring timely resolution. Your role will involve the following key responsibilities: Key Responsibilities: - Act as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents and engage additional support groups. - Assess the impact and urgency of incidents through collaboration with relevant stakeholders. - Facilitate major incident bridge calls, identify technical leads, and ensure accountability for service restoration activities. - Develop and deliver executive major incident management communications to clients and NTT leadership. - Escalate Major Incidents to relevant resolver groups, managers, directors, and IT executives. - Provide incident documentation to appropriate service management teams. - Ensure effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel, and customers. - Collaborate with service management and account team resources to maintain consistency, adherence to standard practices, and continuous improvement. - Serve as a point of contact for MIM process-related questions or issues and facilitate MIM process-related meetings. Qualifications Required: - ITIL Foundation Certification - Excellent Communication Skills - Previous Incident Management experience - Critical/Major Incident Management experience is considered a plus About NTT DATA: NTT DATA is a $30 billion global innovator of business and technology services, serving 75% of the Fortune Global 100. NTT DATA has a diverse team in more than 50 countries and a robust partner ecosystem. Their services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. NTT DATA is dedicated to helping clients innovate, optimize, and transform for long-term success. Visit them at us.nttdata.com.,