Problem and Escalation Specialist

2 months ago

Johannesburg, Gauteng, South Africa NTT DATA Full time

Job Title: Problem and Escalation Manager

About the Role:

The Problem and Escalation Manager is a critical position at NTT DATA, responsible for ensuring the smooth operation of our IT services. This role requires a unique blend of technical expertise, analytical skills, and excellent communication abilities.

Key Responsibilities:

  • Root Cause Analysis: Conduct thorough investigations to identify the underlying causes of incidents and service issues.
  • Proactive Problem Management: Analyze trends and historical data to predict and prevent potential issues before they occur.
  • Incident and Service Analysis: Examine incidents and services to identify areas for improvement and optimize overall performance.
  • Advanced Issue Resolution: Perform in-depth analysis and resolve complex issues that impact our clients and services.
  • Major Incident Handling: Address critical incident escalations and ensure timely resolution.
  • Root Cause Analysis: Identify underlying causes and implement measures to prevent recurrences.
  • Workarounds and Solutions: Develop effective workarounds and solutions for incidents and service issues.
  • Change Requests: Submit change requests to eliminate known problems and improve service quality.
  • Documentation: Maintain accurate and up-to-date documentation of known errors and knowledge articles.
  • Resolution and Closure: Ensure problem resolution and closure, and verify that all necessary steps have been taken.
  • Client Influence: Collaborate with clients to understand their operating models and influence service delivery to meet their needs.

Requirements:

  • At least 15 years of experience in an escalation manager role.
  • ITIL and Project Management knowledge and experience.
  • ITIL foundation v3/v4 certification.
  • A+ and N+ certifications (advantageous).
  • Kepner-Tregoe Problem Solving & Decision Making, Fishbone Analysis or 6 Sigma experience (advantageous).
  • Critical Thinking and Root Cause Analysis: Ability to analyze complex issues, identify underlying causes, and find effective solutions.
  • Organizational Skills: Excellent time management and organizational abilities to handle multiple problems.
  • Interpersonal Communication: Strong interpersonal and communication skills at a senior management level.
  • Relationship Management: Ability to manage relationships with peers and managers.
  • Collaborative and team-oriented mindset.
  • Mentoring: Willingness to mentor less experienced team members.

Workplace Type: Hybrid Working

About NTT DATA:

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer:

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.

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