Join NTT DATA, a global leader in business and technology services, as an ITIL - Account Service Senior Specialist. This role is crucial for managing IT issues and supporting end-users across the enterprise.

As a strategic and hands-on delivery role, you will lead all aspects of Incident Management, developing guidelines and ensuring seamless integration with other IT processes. We are seeking an individual who thrives in a fast-paced environment and possesses a strong ITIL background.

This position offers an excellent opportunity to drive continuous improvement within a forward-thinking organization committed to innovation and client success.

In this role, you will collaborate closely with key stakeholders to maintain global consistency and align content strategy.

You will define the Incident Management strategy, identifying and addressing gaps and process improvements.

Key responsibilities include: - Working effectively across the organization to support IT issues. - Compiling, analyzing, and reporting on service level compliance and operational effectiveness. - Developing and maintaining escalation matrices, incident playbooks, and conducting Post Incident Reviews (PIRs). - Acting as an advisor on Incident Management matters and policy decisions. - Setting direction and providing a framework for Incident Management process improvement objectives. - Communicating the vision of continuous process improvement (CPI) and defining reports on CSI, CSFs, KPIs, and SLAs. - Gathering end-user feedback to enhance Incident Management efficiencies. - Providing coaching and training to foster an Incident Management culture.

To be successful in this role, you should possess a University Degree in Engineering, Computer Science, or a relevant technical field.

We are looking for candidates with a minimum of 8 years of experience as an IT Incident Manager and 8 years in ITIL implementation and Project Coordination.

Essential qualifications include: - ITIL Foundation Certification. - 8+ years of experience with ITSM processes and ServiceNow, specifically the Incident Management module. - Outstanding written and verbal communication skills in English. - Expertise in Microsoft Word, Excel, and PowerPoint.