As an ITIL Business Intelligence Specialist at NTT DATA in Noida, Uttar Pradesh, your role is to identify, synthesize, organize, and manage IT issues to support end users across the enterprise. You will work closely with key stakeholders to maintain consistency at a global scale, define the Incident management strategy, compile statistical data, and develop incident playbooks. Key Responsibilities:
- Define the Incident management strategy and focus on Gaps and Process improvements
- Work effectively across the organization with stakeholders, service teams, and subject matter experts to support IT issues
- Compile, analyze, and report statistical data and trends relating to service level compliance and operational effectiveness
- Develop and maintain thresholds/severity matrix, escalations matrix, incident playbooks, and perform PIRs
- Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvements
- Set direction and provide a framework for delivering Incident Management process improvement objectives
- Communicate the vision of continuous process improvement across the IT organization and create reports on CSI, CSFs, KPIs, and SLAs
- Gather feedback from end users to understand how to improve efficiencies in Incident management
- Provide coaching, training, and support to champion Incident management culture within the organization
Qualifications Required: