Incident Manager

**Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?**

Join our growing global NTT team and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

**Want to be part of the team?**

The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.

The Incident Manager is accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or configuring normal operations considered an incident and/or event.

**Your day at NTT**
- Keeps a log of incidents and examines and analyses received incidents.
- Implements structured process flows from reporting to resolving incidents and record known errors with resolution steps in the relevant knowledge articles.
- Models incidents based on their categories allowing easy prioritisation.
- Resolves incidents within the specified service level agreements or operational level agreements to ensure restoration of service interruption.
- Assist with the documentation of troubleshooting steps and service restoration details
- Identify the resources and proficiency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective resolution.
- Works with colleagues to establish a framework for reference to be used when resolving incidents that reoccur and are of a similar nature.
- Assesses data gathered during the incident management process and provides guidance on the enhancement of quality of the service delivered and reduction of overall incidents.

**What would make you a good fit for this role?**
- Relevant experience in IT related service industry, preferred within a Systems Integrator
- Has recently worked as an Incident Manager
- ITIL - have specialist knowledge of and be experienced in the ITIL Service Management disciplines
- Good Communication skills and act as a trusted entity with all parties involved
- Effective stakeholder management at all levels
- Worked collaboratively with Business and IT stakeholders, and third parties to develop and manage the release plan
- Excellent analytical and troubleshooting skills
- Seeks innovative ways to improve the service delivery to customers

For more information about this or other opportunities, please contact Raid Ahmad. Please quote our job reference number 598271.

**About us**

NTT Ltd. is a global ICT provider, employing more than 40,000 people in a diverse and dynamic workplace, and delivering services in over 200 countries and regions. We partner with organizations around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital, and secure.

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.