Associate Incident Specialist

Associate Incident Specialist

NTT Ltd.
Not Specified
Not Specified

Job Description

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
Want to be a part of our teamThe Associate Specialist: Incident Management works with more senior colleagues to ensure that all issues relating to the availability of IT services are recorded and assists with the design of ways to prevent problems in the future.
'Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma). Diagrams and evaluates existing processes. Organizes, leads and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Collects data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve process performance and product quality. May deliver presentations and training courses including measurement, analysis, improvement and control. Surveys and analyzes best practices for techniques and processes. Communicates team progress. Performs cost and benefit analyses.'
Working at NTT
. Single point of contact for any IT Incidents, and point of coordination between users and several IT support group
. Driving and maintaining incident process and associated procedures
. Producing incident information, including incident report and information as requested
. Broadcast all incident-related information to respective recipients based on agreed Process
. Follow up Incident root cause and report Sequence of Incident event both to Local and Regional management
. Escalation process if there is a problem or incident by follow up thru email and sms notification following based on Group Procedures and PD list
. Bridging users, IT Helpdesk and IT Support for incident updated informations
. Handle queries/tickets and provide solution to the issue/escallate to Support
. Log ticket for any IT incident or based on request from user by mail /phone
. Send confirmation ticket closure to requestor based on resolved ticket list following the procedure of ticket Closure on Problem Management
. Closed ticket based on user confirmation
. Send out Daily Dashboard, Voice Report and HD Ticket Aging
. Good English communication verbal and written
. Follow standard Incident Management procedures
Prepare and Review Broadcast Priority Notifications
Key Roles and Responsibilities:
  • Assist with providing technical support to customers and teams.
  • Keeps a log of incidents and assists with examining of less complex incidents.
  • Follows processes in the prevention and reduction of similar problems from arising in the future.
  • Assist with the resolution of less complex incidents within the specified service level agreements or operational level agreements.
  • Assist with the documentation of troubleshooting steps and service restoration details
  • Work with more senior colleagues in the team to identify problems and resolve assigned incidents.
  • Escalate incidents of a complex nature to more senior team members.
  • Assist with the creation and submission of knowledge articles as and when required.

Knowledge, Skills and Attributes:
  • Analytical and reasoning skills
  • Aptitude for learning and the ability to interpret processes and policies
  • Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
  • Proactive in approach and good attention to detail
  • Achievement driven and delivery focused while maintaining the required quality
  • Display client service orientation with good communication skills

Academic Qualifications and Certifications:
  • Degree in a Computer Science or Information Technology field, or some equivalent work experience
  • ITIL certification

Required Experience:
  • Some experience working with internal and external stakeholders
  • Some experience analysing processes and recommending improvements
  • Some experience in ITSM

What will make you a good fit for the roleStandard career level descriptor for job level: . Learns professional concepts . Applies company policy and procedures to resolve routine tasks . Gets detailed work instructions . Deals with issues of limited scope . Solutions to problems are easy to solve . Builds internal relationships . May not require any prior professional work experience
Join our growing global team and accelerate your career with us. Apply today.

About NTT Ltd

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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