Business Analyst Quality- Major Incident Management

Recruiter
NTT DATA Services
Location
Burnaby, British Columbia, Canada
Salary
Competitive salary
Posted
16 Sep 2020
Closes
17 Sep 2020
Ref
100033
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.

Job Segment: Manager, Consulting, Business Analyst, Management, Technology