Join NTT DATA, a global leader in business and technology services, as an Incident Manager. This role is instrumental in identifying, synthesizing, and organizing IT issues to enhance end-user support across the enterprise. You'll play a strategic part in designing and implementing incident management processes, ensuring they remain effective and integrated with other IT service management functions. We are looking for an individual who thrives in a fast-paced environment and possesses a strong ITIL background, ideally with experience in content and information architecture strategy.

As part of our innovative and inclusive team, you will contribute to accelerating client success and making a positive societal impact through responsible innovation. NTT DATA is at the forefront of AI and digital infrastructure, offering unparalleled capabilities in enterprise-scale AI, cloud, security, and application services.

In this pivotal role, you will collaborate closely with key stakeholders to maintain global consistency and align content strategy with their vision. You will define the Incident Management strategy, focusing on identifying gaps and driving process improvements.

Key responsibilities include: - Working effectively across the organization with stakeholders, service teams, and subject matter experts to address IT issues. - Compiling, analyzing, and reporting statistical data and trends related to service level compliance and operational effectiveness. - Developing and maintaining thresholds, severity matrices, escalation matrices, and incident playbooks, including performing Post-Incident Reviews (PIRs). - Acting as an advisor on Incident Management matters, including policy decisions for process enhancements. - Setting direction and providing a framework for delivering Incident Management process improvement objectives. - Communicating the vision of Continuous Process Improvement (CPI) throughout the IT organization, defining and creating reports on Continual Service Improvement (CSI), critical success factors (CSFs), key performance indicators (KPIs), and Service Level Agreements (SLAs). - Gathering end-user feedback to identify opportunities for improving Incident Management efficiencies. - Providing coaching, training, and support to foster an Incident Management culture within the organization.

NTT DATA is seeking passionate and innovative individuals to grow with us. While specific degree requirements are not detailed, a strong understanding of ITIL frameworks and experience in leading content and information architecture strategy are highly valued. The ability to thrive in a dynamic, fast-paced environment is essential.

We encourage applications from those who want to be part of an inclusive, adaptable, and forward-thinking organization. NTT DATA is a global employer with experts in over 50 countries, committed to client success and societal impact through responsible innovation. As a Top Global Employer, we invest heavily in R&D, empowering our teams to shape the digital future.