Lead Incident Management

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This role is critical in minimizing the impact of incidents on business operations, ensuring timely resolution, and restoring services to normal operation.

The Senior Associate Incident Management Specialist collaborates with cross-functional teams, such IT support teams, technical experts, and stakeholders, to coordinate and execute the incident management process effectively.

**Key responsibilities**:

- Monitors various sources, such as monitoring tools, user reports, and system alerts, to detect and identify incidents promptly and assesses the impact and urgency of incidents based on predefined severity levels, business priorities, and service level agreements (SLAs).
- Performs initial triage of incidents, categorizes them appropriately, and assigns the appropriate priority level based on the impact, urgency, and business needs.
- Collaborates with relevant teams to prioritize incidents and allocate resources accordingly.
- Facilitates the escalation of incidents to the appropriate support groups or technical teams as per defined escalation procedures and ensures proper communication and collaboration among teams involved in incident resolution, including providing necessary updates to stakeholders.
- Conducts thorough investigations to determine the root cause of incidents and analyzes the available data, performs troubleshooting, and collaborates with technical experts to identify underlying issues and contributes to the development of long-term solutions.
- Coordinates and tracks the resolution process to ensure timely and effective incident resolution and provides guidance and support to technical teams, ensuring adherence to incident management processes and best practices.
- Keeps relevant stakeholders, including end-users, management, and other relevant parties, informed about incident status, progress, and resolutions.
- Performs post-incident analysis to identify trends, recurring incidents, and areas for improvement and generates incident reports and provides insights on incident metrics, trends, and key performance indicators (KPIs) to management and relevant stakeholders.
- Contributes to the continuous improvement of the incident management process and identifies opportunities to enhance incident response times, reduce incident recurrence, and improve incident management procedures.
- Utilizes incident management tools and technologies effectively to streamline incident handling, tracking, and reporting.
- Develops and delivers incident management training programmes to educate relevant teams on incident management processes, procedures, and best practices.
- Fosters a culture of knowledge sharing by documenting lessons learned, creating knowledge base articles, and providing guidance to improve incident response capabilities.
- Performs any other related task as required.

**Knowledge, Skills and Attributes**:

- Understanding of IT service management (ITSM) principles, specifically incident management processes and best practices.
- Strong communication and interpersonal skills to effectively collaborate with technical teams, stakeholders, and end-users.
- Ability to work well under pressure and manage multiple incidents simultaneously.
- Attention to detail, organisation skills, and ability to prioritize tasks effectively.
- Continuous learning mindset and a desire to stay updated on industry trends and best practices in incident management.

**Academic qualifications and certifications**:

- Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field.
- ITIL certification (Specialist preferable).
- Relevant IT certifications preferred.

**Required experience**:

- Moderate level of demonstrated experience in incident management or a similar role within a global IT Services organisation

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer**

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