Major Incident Manager - Vancouver, Canada - NTT DATA
Description
Req ID:220541
We are currently seeking a Major Incident Manager - Remote to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).
- Continuous monitoring of the IT Services to detect potential critical issues on a 24/7 basis
- Leading, driving, coordinating, facilitating, and chairing all troubleshooting activities, meetings and conference calls dedicated to prompt resolution of Major Incidents
- Conducting escalation to service support teams, senior management, and leaders to ensure appropriate awareness, engagement and focus.
- Produce accurate and timely communications tailored to relevant audiences (Senior Leaders, Internal Stakeholders and Customers)
- Produce accurate and thorough Major Incident Reports to customers and Stakeholders.
- Audit and ensure ticket compliance per ITIL and Major Incident Management best practices.
- Adapts communication techniques for audiences at multiple internal and external levels
- Provide guidance and governance to technical crossfunctional teams and customers on proper Major Incident Management processes, procedures, and best practices.
Basic Qualifications:
- Minimum 6 years of relevant experience or equivalent combination of education and work experience.
- Minimum 6 years of experience with ITIL processes and principals
- Minimum 6 years of experience handling multiple accounts
- Minimum 6 years working with ITIL Tools (ServiceNow preferably)
Preferred Skills:
- Strong understanding of
- Leadership skills
- Good knowledge of IT tools and processes
- Experience in customerfacing situations
- Strong verbal and written communication skills
- Strong technical documentation skills
- Competencies in conflict resolution, customer service, facilitation, and executive presentation
About NTT DATA Services
**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
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