Incident Manager
NTT DATA, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Toulouse • 🇫🇷 France
Visit company websiteJob Level
Mid-LevelSenior
About the role
- The Managed Services Operations Specialist is responsible for working closely with internal service delivery teams to plan, coordinate and monitor operational activities.
- Manages the shift roster and ensures all operations metrics are monitored.
- Dashboards all key Metrics and manages the about to be breached situations.
- Ensures that operational deliverables enable cost effective, client centric delivery that meets SLAs.
- Identifies needs, risks and issues and proposes appropriate solutions and courses of action.
- Provides input to Operations Managers and Service Managers during client reviews.
Requirements
- Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
- Seasoned experience gained in a service delivery environment including technical and service management exposure.
- Seasoned experience in managing customer escalation situations and objection handling.
- Seasoned Managed Services operations experience.
- Bachelor’s degree or equivalent in Information Technology or Business Administration or related.
- ITIL foundation certification.
Benefits
- Hybrid Working
- Excellent customer service focus
- Commitment to diversity and inclusion
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service deliveryoperations managementmetrics monitoringrisk identificationsolution proposalclient reviewsescalation managementobjection handling
Soft skills
coordinationplanningcommunicationproblem-solving
Certifications
ITIL foundation certification