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!
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