Problem and Escalation Manager

3 days ago

Johannesburg, South Africa NTT Full time
JOB DESCRIPTION

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Problem and Escalation Manager is responsible for:
•Root Cause Analysis: Investigating the underlying reasons behind incidents.
•Proactive Problem Management: Analysing trends and historical data to prevent future issues.
•Incident and Service Analysis: Examining incidents and services to improve overall performance.

What you'll be doing

Key Role Responsibilities:

Proactive Incident Prevention : Analyzing historical data to identify and prevent potential incidents before they occur. Problem Identification : Recording and identifying issues proactively. Investigation and Diagnosis : Investigating and diagnosing problems. Advanced Issue Resolution : Performing in-depth analysis and resolving complex issues. Major Incident Handling : Addressing critical incident escalations. Root Cause Analysis : Identifying underlying causes and preventing recurrences. Workarounds and Solutions : Developing workarounds and solutions for incidents. Change Requests : Submitting change requests to eliminate known problems. Documentation : Documenting known errors and knowledge articles. Resolution and Closure : Ensuring problem resolution and closure. Client Influence : Understanding and influencing client operating models.

Required Experience, Knowledge, Skills and Attributes:

At least 15 years plus in an escalation manager role ITIL and Project Management knowledge and experience: Proficiency in ITIL practices and project management techniques ITIL foundation v3/v4 certification (requisite) 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 cause and finding 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, colour, 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. Apply today.

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