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ITIL Incident Manager
Ref No.: 18-04739
Location: Houston, Texas
Title: ITIL Incident Manager
Duration: 6 months + possible extensions right to hire
Location: Houston, TX

If interested, please send a word version of your resume to 

The successful candidate will have the following responsibilities and requirements.
Key Responsibilities:
  • End to end ownership of incidents with potential or actual business impact.
  • Drives restoration of impacted service while meeting the required service levels.
  • Manages the Incident triage calls, assess incident priority based on potential risk / business impact and urgency.
  • Prepares and sends out Incident Notifications across the organization
  • Keeps the incident ticket compliant with the required information and regularly updated.
  • Chairs technical meetings and manages tasks across allocated resources from multiple teams. Prepares incident Runsheet and ensures tasks are completed on time and in good quality.
  • Decides and triggers both technical and hierarchal escalations
  • Invokes and assists on implementing BCP procedures for infrastructure, applications, resources and offices when required.
  • Manages emergency power downs of devices in the data centre or communications room.
  • Reviews and sponsors urgent changes required to resolve incidents or to meet target deadlines.
  • Creates and drive problem tickets and associated tasks for root cause investigation of managed incidents.
  • Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners.
  • 2 years + experience in an Incident Manager / Service Management role.
  • 5 years + experience working in an IT related Service Industry with basic working knowledge of infrastructure technologies such as, but not limited to, different Unix server platforms Wintel systems, relational database systems, networking protocols and topologies, and collaboration technologies.
  • Vendor management \ relationship experience.
  • Experience with a Service Management Toolkit such as Remedy.
  • Financial Industry knowledge.
The following characteristics are considered essential for the role:
  • Ability to work efficiently under pressure with minimal supervision.
  • Ability to work as part of a global team.
  • Excellent oral communication skills with the ability to communicate effectively across technical and business staff
  • Excellent written communication skills and ability to compose notifications with concise business and technical details within a short period of time.
  • Ability to multi task and prioritize amongst multiple ongoing issues.
  • Assertive and is able to manage client expectations.
  • Positive working attitude with a sense of ownership and urgency.
  • Advocate of continuous process improvement coupled with the drive and tenacity to finish an initiative with the goal of making a difference within the organization.
  • Ability to quickly adapt to organizational changes and new processes.
  • Able to work on a shift schedule including weekends.
  • Prior experience as an Incident Manager in a DevOps operating environment
NTT DATA Services is a leading IT services provider and global innovation partner with 130,000 professionals based in over 50 countries. NTT DATA recently acquired Dell Services. NTT DATA Services emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process, IT outsourcing, and cloud-based solutions. We are a part of NTT Group, one of the world's largest technology services companies, generating more than $100 billion in annual revenues and partner to 80% of the Fortune 100. Visit to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a wide range of businesses and government agencies.

The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.