Senior Associate Incident Specialist
NTT Ltd.
Diegem, Belgium
1 dag geleden

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?We are currently looking for an Incident Manager’ to support the business in achieving its objectives.

As a member of our Cross-functional Team, you will be supporting Managed Services clients. In this role, you own the management of incidents from the time that the case is escalated, to post-evaluation review.

Identifying and involving all relevant stakeholders in the resolution and timely restoration of service for NTT clients is crucial.

Your primary goal is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations ensuring that the best possible level of service quality and availability are maintained in line with Service Level Agreements.

Working at NTT Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal / external client satisfaction.

Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident process.

Coordination of escalated incidents, the activation and coordination of a crisis meeting, and the monitoring of the incident-related actions to restore service as soon as possible.

Lead the coordination and communication with all the stakeholders through the resolution of the incident. Closely partnering and collaborating with Client, Infrastructure, Engineering, Operations, Technical Support to ensure alignment across the business.

Ensuring communication within the IT organization and to the internal / external clients to the status of an incident, and according to a communication matrix which is formulated within the incident process.

Be responsible for the proactive management of incidents by monitoring key components so that failures and potential failures are detected early and the resolution process can be initiated.

Creating a PIR (Post-Incident Report) for high-impact incidents : this includes a description of the incident, the impact, the actions undertaken and the lessons that the manager has been able to draw from the incident.

Creating Problem Candidates to potentially avoiding repeat incidents. Ensure all agreed to operational policies and procedures are adhered to and championing the incident process.

Contribute to the creation of weekly / monthly reports of all these incidents as they relate to infrastructure or IT applications, trend analyses and lessons learned .

What will make you a good fit for the role? 3-5 years of work experience in an IT service management / service delivery role.

You are ITIL certified. You have good technology and multi-platform knowledge that enables you to understand the dependencies involved within a specific IT architecture.

You are open to and are eager to learn about new technologies. You are dynamic, accurate, pro-active, work independently and you are above all a very good team player.

You are undoubtedly client and results-oriented, and you get fulfilment in your job through restoring services while limiting impact on business.

You have the skills to organize, define priorities, formulate action plans and follow them through efficiently. You can manage a crisis cell and have great presenting skills.

You have experience with ServiceNow or related Service Management tool. Good communication skills in Dutch / French and English (both verbally and written).

Willing to participate in the duty rotation. You know how to turn stress into positive energy.

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