About the Company
At NTT DATA Business Solutions, we drive innovation from advisory and implementation to managed services and beyond, powered by a global team of over 18,500 experts representing over 90 nations in more than 30 countries. With SAP at our core and a powerful ecosystem of partners like Microsoft and ServiceNow, we continuously improve solutions and AI-driven technology to make them work for companies and for their people. We are part of NTT DATA, a $30+ billion business and technology services, AI and digital infrastructure leader. As a Global Top Employer, NTT DATA serves 75% of the Fortune Global 100 and, with experts in over 70 countries, co-innovates solutions that encourage experimentation and recognize great work. With us, you have endless opportunities to think big, act bold and take ownership. Make this the place where you belong, learn, and build your network. Make this the place where you grow.
What makes us special:
- Team-oriented corporate culture, collaboration as equals and steady knowledge transfer
- Diversity & Inclusion (e.g. various initiatives & communities)
- Flexible working hours
- Inhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub and certification opportunities
- Company health benefits (e.g. Medical Insurance, Health Insurance, Optical and Dental Benefits)
Do you love challenges
Responsible in leading and managing the Critical Incident Processing within the organization.
This will involve coordinating required efforts, mitigating potential risks, and ensuring effective communication and collaboration across various team.
- Incident Response Management:
- Takes over the Lead of the Critical Incident Processing Coordination Role, not a management/decision making or expert role
- To be staffed 24/7
- Not a Technical Expert but has the big picture of Operations and Architecture
- Follows through the end to end of the Critical Incident Processing inclusive of
- Creation of incident report and critical incident timeline upon resolution of the incident
- Facilitate post incident reviews (creation of problem record for RCA), to identify root cause, lessons learnt and other improvement areas
- Evaluate and leads the escalation to Manager on Duty (MOD) and other stakeholders.
- Communication and Coordination:
- Serves as the primary contact for critical incidents
- Sets up and starts Bridge Call Involves necessary experts from the whole organization as needed
- Coordinate collaboration and communication of resources among cross team, stakeholders and external partners to troubleshoot and/or make decisions
- Ensuring a focused Critical Incident Processing by requesting regular updates of involved parties
- Keep stakeholders informed of the incident status, updates and resolution efforts through timely and accurate communication channels.
Convince us with your potential!
- Bachelor's degree in Computer Science, Information Technology, or related field
- ITIL certification (Foundation level or higher) preferred
- Minimum of 3 years working experience in Critical Incident Management
- Proven experience in incident response, crisis management or related roles within complex IT environment.
- Possess excellent communication and stakeholder management skills with the ability to effectively communicate complex technical issues to non-technical stakeholders (written and verbal)
- Able to adapt to a process-oriented mindset in a Global environment
- Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
- Flexible to work outside regular business hours and participate in on-call rotations as needed.
- Required language(s): English.
- Applicants must be willing to work in Cyberjaya
- Willing to support 24/7 shift
