Major Incident Management Specialist - Capellen, Luxembourg - NTT Ltd.

NTT Ltd.

Entreprise vérifiée

Capellen, Luxembourg

il y a 1 semaine

Posté par:

Jean Schmitz

Recruteur de beBee

Description

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?
Monitors, identifies, investigates and analyzes all response activities related to cybersecurity incidents within an organization. Identifies security flaws and vulnerabilities; responds to cybersecurity incidents, conducts threat analysis as directed and addresses detected incidents. Evaluates event flows to identify common risks and vulnerabilities to develop and implement solutions. Assists with security audits, risk analysis, network forensics and penetration testing. Provides assistance in monitoring the security of all designated networks and systems. Prepares detailed incident reports and technical briefs for the IT security team.

Working at NTT

The primary goal of the Major Incident Management Specialist is to restore normal services operations as quickly as possible to minimise adverse impact on business operations to NTT clients and the internal organization by successfully coordinating the completion of major incidents.

Key Role and Responsibilities:

Consistently achieve service excellence throughout the major incidents process by managing major incidents for any delivery organisation within the required scope.
Ensure the achievement of service level agreements and service quality standards by implementing the agreed remedies / preventative measures.
Accountable for implementing and following the major incident management process, using the agreed tools and methods, within the defined deadlines and to ITIL standards.
Work with other teams in a 24/7 environment.
Complete several activities post a major incident.
Validate or reject suspected major incidents by ensuring that these major incidents have been correctly identified, understood, catergorised and resolved.
Investigate root causes of major incidents and resolve these in line with the agreed processed.
Maintain a consistent and timely resolution standard of major incidents in line with the business' agreed procedure and industry best practice.
Ensure that normal service operations is restored as quickly as possible following a service failure (major incident) and minimises the adverse impact on business operations.
Manage all bridge participants to ensure alignment with the internal processes established to resolve major incidents.
Manage major incidents effectively by ensuringe that all required stakeholders receive communication timeously.
Own the end to end crossteam communication and ticket management throughout the major incident lifecycle.
Generating periodic reports on the status of tickets which is required for tracking and following up on outstanding or open tickets.
Assemble the appropriate recovery teams to effectively resolve any major incident.
Escalate risks and issues to the appropriate major incident management process owner.
Effectively performing major incident ticket monitoring, analysis, and maintenance to ensure consistent deliverables against client SLAs and KPIs.

Knowledge, skills and attributes:

Ability to operate autonomously
Understand and demonstrate the ability to escalate as needed, in order to ensure that the agreed outcomes are achieved
Excellent technical documentation skills
Ability to work in multiple time zones
Indepth understanding of incident management, problem management and change management processes
Strong interpersonal skills and client service orientation
Ability to multitask and work independently and in a team
Good written and oral communication skills
Knowledge of ticket management software

Academic Qualifications and Certifications:

Bachelor's degree or equivalent in Business Management / IT preferable
ITIL Foundation Certification or higher, preferred

Experience required:

Prior experience in a related IT position such as service desk agent or specialist
Sound experience in a service operations environment
Prior experience working in a servicesbased IT organisation

What will make you a good fit for the role?

Equal Opportunity Employer
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, pregnan