IT Service Manager

Req ID: 321427 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a IT Service Manager to join our team in Washington, District of Columbia (US-DC), United States (US).

NTT Data is seeking an IT Service Manager to join our Situation Management team. The ideal candidate will be a seasoned ITIL incident manager who is skilled at communication to all levels of users as well as technical team members and executive level leaders. Preference will be given to candidates who have demonstrated experience working in government and/or supporting a customer with a global presence.   

This is a fully remote position.

Day to Day Job Duties:

• Serve as a member of the Situation Management team.
• Perform the function of Major Incident Management
• Participate in an on-call rotation that requires support 24x7x365.
• Be generally available to work any shift as required
• Guides support teams with the identification, troubleshooting, and resolution processes of Incident Management
• Understands and guides teams in business impact analysis.
• Creates communication materials and can brief at executive levels when required.
• Attends and aids in the coordination of troubleshooting bridges for all priority incidents (from low priority to Crisis)
• Works closely with all departments and day-to-day operations personnel to document outage updates and communicates those updates as required to higher level leaders.
• Assist in identifying trends and create reports as necessary.
• Hosts Major Incident bridges during major incidents working with department heads/leads to work towards major incident resolution.
• Appropriately escalates problems the team is having when required.
• Monitors SLA clocks and guides technicians in fully documenting their assigned tickets to show all work performed to minimize SLA failure.
• Handle or lead small projects assigned to the team.
• Provide support and intervention on crisis situations that require critical and careful handling on a 24x7x365 basis.
• Facilitates troubleshooting discussions and discovery and makes recommendations for next steps to technical teams and the Situation Management team.

Basic Qualifications:

• High School Diploma or equivalent combination of education and work experience
• Minimum 4 years of relevant work experience to include, Business analysis experience, and technical writing/editing …