Critical Incident Manager

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 specia

• l:
  Team-oriented corporate culture, collaboration as equals and steady knowledge trans
• ferDiversity & Inclusion (e.g. various initiatives & communiti
• es)Flexible working ho
• ursInhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub and certification opportunit
• iesCompany health benefits (e.g. Medical Insurance, Health Insurance, Optical and Dental Benefi

ts)
Do you love challen

ges
Responsible in leading and managing the Critical Incident Processing within the organiza

tion.This will involve coordinating required efforts, mitigating potential risks, and ensuring effective communication and collaboration across various

1. team.
   Incident Response Manag

• ement:Takes over the Lead of the Critical Incident Processing – Coordination Role, not a management/decision making or exper

1. t roleTo be staffe
2. d 24/7Not a Technical Expert but has the big picture of Operations and Archit

• ectureFollows through the end to end of the Critical Incident Processing inclus

1. ive ofCreation of incident report and critical incident timeline upon resolution of the in
2. cidentFacilitate post incident reviews (creation of problem record for RCA), to identify root cause, lessons learnt and other improvement

• areasEvaluate and leads the escalation to Manager on Duty (MOD) and other stakeho

1. lders.
   Communication and Coordi

• nation:Serves as the primary contact for critical in
• cidentsSets up and starts Bridge Call – Involves necessary experts from the whole organization as
• neededCoordinate collaboration and communication of resources among cross team, stakeholders and external partners to troubleshoot and/or make de
• cisionsEnsuring a focused Critical Incident Processing by requesting regular updates of involved
• partiesKeep stakeholders informed of the incident status, updates and resolution efforts through timely and accurate communication ch

annels.
Convince us with your po

• tential!
  Bachelor's degree in Computer Science, Information Technology, or rela
• ted fieldITIL certification (Foundation level or higher)
• preferredMinimum of 3 years working experience in Critical Incident M
• anagementProven experience in incident response, crisis management or related roles within complex IT env
• ironment.Possess excellent communication and stakeholder management skills with the ability to effectively communicate complex technical issues to non-technical stakeholders (written an
• d verbal)Able to adapt to a process-oriented mindset in a Global en
• vironmentStrong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced env
• ironment.Flexible to work outside regular business hours and participate in on-call rotations a
• s needed.Required language(s):
• English.Applicants must be willing to work in
• CyberjayaWilling to support 2