ITIL Operations Analysis Specialist

NTT DATA is looking for an ITIL Operations Analysis Specialist to join the team in Noida, Uttar Pradesh, India. In this role, you will act as a primary contact for the Service Desk and Resolver Group Analysts to escalate Major Incidents and coordinate additional support groups. You will assess the impact and urgency of incidents by collaborating with users, Service Desk, Resolver Group Analysts, and Incident Managers. Your responsibilities will include assembling the necessary technical resources for resolving Major Incidents, facilitating major incident bridge calls, and providing executive communications regarding major incident management to clients and NTT leadership. You will escalate Major Incidents to relevant resolver groups, managers, directors, and executives, while ensuring effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel, and customers. Collaboration with service management and account team resources is essential to ensure delivery consistency, adherence to standard practices, and continuous improvement. Additionally, you will serve as a point of contact for MIM process-related questions or issues and facilitate MIM process-related meetings. The ideal candidate should have an ITIL Foundation Certification, excellent communication skills, previous Incident Management experience, and experience in Critical/Major Incident Management. NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem. Our 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. Join us at NTT DATA, a part of NTT Group, to help organizations and society confidently transition into the digital future. Visit us at us.nttdata.com.,