Major Incident & Problem Manager
Technical Support, West Midlands
Major Incident & Problem Manager
Technical Support, West Midlands

Who we are:

You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open  golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

What you'll be doing:

The primary purpose of the Major Incident & Problem Manager is to effectively manage the communication and the resources to ensure that critical events are brought to a satisfactory resolution and business continuity is maintained

Exemplary written English and time-keeping skills

Strong senior stakeholder management skills

Working understanding of ITIL principles and concepts

Experience of working for a managed service provider

IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts

Capable of asking the 'right' questions to facilitate IT troubleshooting of desktops, laptops, mobile devices, applications and core infrastructure

Previous experience in implementing major incident and problem management processes and obtaining cultural buy-in

Serving as the primary point of contact throughout the lifecycle of Major Incidents and Problems

Leading and coordinating conference bridges or war rooms as required

Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Major Incident or Problem

Overseeing end-to-end Major Incident and Problem investigation

Authoring and managing known-error database

Maintaining communication with resolver groups for status updates and additional information

Ensuring that internal and external communications about a Major Incident and Problem are completed in a timely manner

Updating agreed channels and email distribution lists with notifications of updates and resolution

Creation of Major Incident and root cause analysis reporting

Educating IT staff on the major incident management process

Attending CAB meetings


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Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.

Birmingham Business Park

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Fernando Apezteguia, CEO, NTT DATA UK

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