• SNOC Incident & Problem Management

Experience Range 3 - 8 Years

Job Description
About Us
We are a top 8 global IT services company with operations in 50+ countries. We offer an advanced portfolio of application, business process, cloud, and infrastructure services to businesses and governments worldwide. Our roots cross continents and cultures, dating back five decades. We've grown organically and decisively by acquiring some of the best IT services providers across the globe. This pedigree yields a characteristic special to NTT DATA: The opportunity of a global brand with the creative energy of a start-up. As a Global IT Innovator, innovation is at the heart of what we do. Innovation that makes an impact and improves business performance. Innovation that improves our clients' bottom lines. We're looking for innovators to join our team. NTT DATA Singapore PTE Ltd is a wholly owned subsidiary of NTT DATA Corp, a part of NTT Group, the world’s 65th Largest Company according to Fortune Magazine. The Singapore entity of NTT DATA is an S10 government-registered supplier and forms the core of NTT DATA’s APAC operations and is positioned as a gateway of our global capabilities in Singapore and APAC region.
Roles and Responsibility

1.         Adheres to defined incident and problem process and escalation when needed, as defined in the escalation matrix.

2.         Notifies participants in the Incident and Problem Management process when standards and procedures are not being followed.

3.         Reroutes misdirected incidents and problems which have not been handled in a timely manner.

4.         Escalates issues in a timely and appropriate manner.

5.         Identifies incidents and problems which need special attention or escalation.

6.         Identifies exceptions and deviations, as well as management of these situations.

7.         Notifies participants in the process when standards and procedures are not being followed.

8.         Facilitates the resolution of issues with items not complying to process.

9.         Oversees creation and availability of process reports and analyzing reports.

10.         Oversees completeness and integrity of information collected to conduct daily operations.

11.         Establishes measurements and targets to improve process effectiveness and efficiency.

12.         Acts as an escalation focal point for all roles involved in the process.

13.         Card and key issuance management for secured room.

14.         Carry out tasks assigned by the team manager, which help to prevent potential incidents.

15.         Possess some technical knowledge of Linux, Solaris and Unix hardware, operating system and system services (volume manager, file system, NTP, DNS, clustering, SSH, TSM, ITM etc).

16.         Willingness to work in a 12-hour rotational shift roster. Shift roster will be decided by team manager.


Recruiter Name geneve.fulgencio@apac.nttdata.com
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