Incident Operations Manager Job at NTT DATA (Gurgaon)

Job Description

The Incident Operations Manager at NTT DATA is a pivotal role focused on ensuring high-level service delivery and client satisfaction. The ideal candidate will have a bachelor’s degree in Information Technology or a related field, along with solid experience in coaching engineering teams and implementing service improvement initiatives. Key responsibilities include managing escalated incidents, driving process improvements, and collaborating with clients. Strong skills in incident management, service delivery, and ITIL are essential. This position requires a minimum of 7 years of experience in IT service management, with a focus on client-centric operations. Join NTT DATA to make a significant impact in a diverse and inclusive environment.

Job Responsibility

Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
Works independently to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA
Provides support to all escalated incidents
Shares such knowledge to resolve issues, document them, and push the knowledge down to other engineers
Acts as emergency support contact as needed for critical client and business-impacting issues
Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
Timely escalation of all tickets to management with ensuing updates
Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks
Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices
Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments
Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams
Performs quality audits covering process, service experience, ticket updates as required
Drives service delivery to clients and applies standardized service management service operations to deliver managed services
Provides operational support and continuous service improvement post client handover from Technical Services teams
Implements training and development initiatives for direct reports
Engages with clients for technical operations as part of routine operations
Constantly measures and analyses team’s delivery capabilities

Requirements

Bachelor's degree or equivalent degree in Information Technology or Computing or related field
Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organization
Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements)
Solid demonstrated experience in organizational change management (transformational experience)
Solid demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center
Minimum of 7 years of experience in IT service management
ITIL certification is desirable
Good organizational and team management skills
Good communication skills – both verbal and written
Seasoned understanding of budgets and cost management
Good time management, prioritization and delegation abilities
Good focus on client centricity
Highly focused on business outcomes
Ability to guide the team through transformational objectives
Ability to work across different cultures and social groups
Ability to work well in a pressurized environment and adapt to changing circumstances

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