IT Service Manager

Req ID: 320241

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 (REMOTE), 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:

• Undergraduate degree or equivalent combination of education and work experience
• Minimum 4 years of relevant work experience to include, Business analysis experience, and technical writing/editing experience, customer service (such as call center or helpdesk).
• ITIL Foundation-level certification or willingness to obtain within 6 months of start date.
• Active Interim Secret clearance required to start.

Preferred Qualifications:

• Operations experience in a large fast paced environment such as incident management for a medium to large sized organization.
• Six Sigma experience is a plus.
• Knowledge of Process and IT service management concepts.
• Experience in technical problem solving and crisis management concepts.
• Ability to promote a team environment.
• Executive-level communication skills

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is Min: $51,840 - Max: $108,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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