Business Analyst Quality- Major Incident Management

NTT DATA Services
Burnaby, British Columbia, Canada
Competitive salary
16 Sep 2020
17 Sep 2020
Job role
Business analyst, CFO
Req ID: 100033

NTT DATA Services 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 Business Analyst Quality- Major Incident Management to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

Job Responsibilities:
  • Assembles and leads the resources necessary to achieve the resolution of Major Incidents
  • Monitors environment for exceptional conditions
  • Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups
  • Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
  • Declares Major Incidents
  • Is the Incident Owner for Major Incidents
  • Responsible for leading and driving Major Incidents until Resolved
  • Develops and delivers Incident communication of Major Incidents to Users and NTTDS leadership (based on required content and frequency as determined by account)
  • Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers
  • Provides incident documentation
  • Facilitates Technical and Business bridge calls
  • Performs and provides Incident summaries to IT and Business partners
  • Coordinates and manages the Major Incident Review
  • Generates Problem cases for Major Incidents

Basic Qualifications:
  • Minimum 6+ years of experience across various ITIL Process/discipline with the IT Industry.
  • Minimum 4 + years of experience in Major Incident Management Process
  • Degree: Bachelors in any stream or equivalent work experience.
  • Certification: Mandatory ITIL V3
  • Good to have ITIL 4 Edition Foundation.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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