NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.**Want to be a part of our team?**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 the 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**Incident Management Specialists are accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or configuring normal operations considered an incident and/or event.**Key Roles and Responsibilities**:- Keeps a log of incidents and examines and analyses received incidents.- Implements structured process flows from reporting to resolving incidents and records known errors with resolution steps in the relevant knowledge articles.- Models incidents based on their categories allowing easy prioritization.- Resolves incidents within the specified service level agreements or operational level agreements to ensure restoration of service interruption.- Assist with the documentation of troubleshooting steps and service restoration details- Identify the resources and proficiency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective resolution.- Works with colleagues to establish a framework for reference to be used when resolving incidents that reoccur and are of a similar nature.- Assesses data gathered during the incident management process and provides guidance on the enhancement of quality of the service delivered and reduction of overall incidents.**Knowledge, Skills, and Attributes**:- Good analytical and reasoning skills- Strong ability to interpret processes and policies- Strong ability to analyze and interpret data to inform continuous improvement initiatives- 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 (expert level)- ITIL Expert- Lean- Agile- Six Sigma- COBIT5- Kepner Tregoe- ISO20000- ISO15504**Required Experience**:- Demonstrated experience working with internal and external stakeholders- Demonstrated experience analyzing processes and recommending improvements- Good experience in ITSM- Proven experience managing incidents of a complex nature- Experience with writing knowledge articles- Service desk experience- Experience working with data sets**What will make you a good fit for the role?**- To manage daily incident and coordinate with the respective support and related parties in investigation, impact assessment, recovery action, root cause analysis and permanent solution of an incident- To monitor and track incidents managed by incident management and to ensure that incidents information are collected properly for reference- To handle and manage incidents effectively based on the agreed runbook and ensuring no delays in the overall process.- To liaise and coordinate with regional incident management team and LOBT command center for regional support related incident- To ensure system alerts received by both incident management and helpdesk team are escalated properly and in a timely manner- To prepare any monthly or regular reports for monitoring, health check and regular review- To prepare data request for internal or external purposes including audit, regulator request, etc.- T
