Incident & Problem Manager

NTT Data Corporation Worcester , MA 01601

Posted 4 months ago

Req ID: 48734

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

NTT DATA Services currently seeks a Incident & Problem Manager to join our team in Worcester, Massachusetts (US-MA), United States (US).


  • Co-ordinate day-to-day execution with involved parties in Incident and Problem Management Process

  • Act as focal point in the Incident and Problem Management with involved parties.

  • Monitor open Incidents to:

  • Identify and escalate Incidents which need special attention or escalation

  • Identify overdue Incidents and take appropriate actions.

  • Ensure that Incident Management Service Levels are achieved.

  • Coordinate critical and escalated Incidents with Individual group together.

  • Identify problems from incident pool and form a team to investigate problems.

  • Drive the problem team to work out appropriate solution to resolve problems permanently.

  • Perform trend analysis on Incidents and problem management.

  • Monitor and manage the progress of Incident Management & Problem Management

  • Ensure that Incident Management KPI's are fulfilled.

  • Perform trend analysis on Incidents and raise Problems if a common root cause is lacking.

  • Drive and coordinate the participants in the Incident management process when standards and procedures are not followed.

  • Monitor the effectiveness of the Incident Management process and make recommendations of improvement.

  • Proactively identify problems from incident pool and actively form a problem team to follow up.

  • Drive problem team to work out qualified solutions and plan implementation.

  • Document investigation findings, evidences, root causes and solutions.

  • Monitor and report status after a solution is implemented, ensure a problem is solved permanently.

  • Identify and escalate problems that need special attention by leadership.

  • Performs trend analysis on Problems management if applicable

  • Ensure that Problem Management targets are achieved.

  • Producing management information and reporting including analysis and recommendations.

Job Requirements:

  • 5+ years of experience operating in an ITSM based environment managing Major Incidents and Problem Management.


  • Bachelor's degree in Computer Information Systems; Bachelor's degree in Computer Science Technology preferred

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.

NTT DATA, Inc. (the "Company") is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

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Incident & Problem Manager

NTT Data Corporation