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Major Incident Manager

Vancouver, BC
Full Time
6 days ago
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 Major Incident Manager to join our team in Vancouver, BC., Canada.

The Major Incident Manager is responsible for end-to-end management of all IT Major Incidents:

• Continuous monitoring of the IT Services to detect potential critical issues on a 24/7 basis
• Leading, driving, coordinating, facilitating, and chairing all troubleshooting activities, meetings and conference calls dedicated to prompt resolution of Major Incidents
• Conducting escalation to service support teams, senior management, and leaders to ensure appropriate awareness, engagement and focus.
• Produce accurate and timely communications tailored to relevant audiences (Senior Leaders, Internal Stakeholders and Customers)
• Produce accurate and thorough Major Incident Reports to be delivered to Customers and Stakeholders.
• Audit and ensure ticket compliance per ITIL and Major Incident Management best practices
• Adapts communication techniques for audiences at multiple internal and external levels
• Provide guidance and governance to technical cross-functional teams and customers on proper Major Incident Management processes, procedures, and best practices.


6+ years of relevant experience or equivalent combination of education and work experience.

• Strong understanding of ITIL processes and principals
• Leadership skills
• Good understanding of IT tools and processes
• Experience with handling multiple accounts
• Experience in customer-facing situations
• Knowledge of ITIL Tools (ServiceNow preferably)
• Strong verbal and written communication skills
• Strong technical documentation skills
• Competencies in conflict resolution, customer service, facilitation, executive presentation
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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