Lead Consultant - Major Incident Management (Remote in US)

Req ID: 299666 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Lead Consultant - Major Incident Management (Remote in US) to join our team in Plano, Texas (US-TX), United States (US).

We are seeking a highly skilled and experienced Lead Consultant in Major Incident Management. The ideal candidate will be responsible for overseeing the major incident management process, ensure timely resolution of critical incidents, engaging with stakeholders and minimizing impact on business operations. The role requires strong leadership, excellent communication skills and ability to multitask and work under pressure.

 

Additional Role Responsibilities:

 

1. Major Incident Management:

   - Lead and coordinate the Major Incident Management process, ensuring swift identification, impact analysis, and resolution of major incidents.

   - Act as the primary point of contact for major incidents, driving the end-to-end resolution process.

   - Ensure timely communication to all relevant stakeholders, including executive leadership, during major incidents.

   - Coordinate and lead incident bridges/calls, involving necessary technical teams to resolve the incident.

   - Ensure post-incident review (PIR) processes are followed, identifying root causes and driving continuous improvement initiatives.

 

2. Process Improvement:

   - Develop, implement, and maintain the Major Incident Management process in alignment with ITIL best practices.

   - Continuously assess the effectiveness of the Major Incident Management process and implement improvements as necessary.

   - Collaborate with Problem Management teams to ensure root cause analysis and long-term resolution of recurring incidents.

 

3. Stakeholder Management:

   - Maintain effective relationships with key stakeholders, including business leaders, IT teams, and external partners.

   - Provide regular updates and reporting on major incidents to senior management.

   - Act as an escalation point for unresolved incidents and ensure proper communication channels are maintained.

 

4. Team Leadership:

   - Provide guidance and mentoring to junior members of the IT Service Management team.

   - Lead cross-functional teams during major incidents, ensuring a collaborative approach to incident resolution.

   - Develop training materials and deliver training sessions to improve overall incident management capabilities within the organization.

 

5. Reporting and Documentation:

   - Develop and maintain comprehensive incident reports and dashboards for senior leadership review.

   - Ensure accurate documentation of all incidents, actions taken, and lessons learned.

   - Track and analyze incident trends to identify potential areas for improvement.

 

6. Training and Mentoring:

Provide Training and mentoring to junior team members on major incident management processes and best practices.

 

Working Conditions:

 

- Manage major incidents during regular business hours.

- Ability to work in a fast-paced environment and manage multiple incidents concurrently.

<