Job Description

Req ID: 241765 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 Account Service Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). 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 . Assembles the resources necessary to achieve the resolution of 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 to appropriate service management teams . Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts. . Ensures contractual Service Support requirements are understood and managed. . Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. . Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement. . Provides point of contact for MIM process related questions or issues and facilitates process related meetings. - ITIL Foundation Certification - Excellent Communication Skills - Previous Incident Management experience - Critical/Major Incident Management experience is considered a plus.

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