JOB DESCRIPTIONReq ID:356589 We are currently seeking a Remote Healthcare Incident Manager to join our team in GDL, Jalisco (MX-JAL), Mexico (MX). NTT DATA, Inc. currently seeks an Incident Manager -Full Time- to join our team inMexico Location: Remote This position will be a part of our team, as an Incident Manager you will be responsible for: Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers Assembles the resources necessary to achieve the resolution of Major Incidents Responsible for leading and driving Major Incidents until resolved Develops and delivers Incident communication of Major Incidents to Users and NTTDS leadership (based on required content and frequency as determined by account) Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers Provides incident documentation to appropriate service management teams Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts. Ensures contractual Service Support requirements are understood and managed. Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement. Provides point of contact for MIM process related questions or issues and facilitates process related meetings. ITIL foundation certification. Previous incident management experience. Critical/Major Incident Management experience is considered a plus ITSM tool experience, Service now or remedy. Preferences - associate’s degree. We prefer someone with experience in health companies. Business process knowledge. - 5+ years of experience as a Account service specialist, Client service executive, account representative, service desk or helpdesk manager, etc. This a remote position.Benefits: Competitive salary (negotiable) Grocery Tickets - 12% of base salary 30 days of Christmas bonus 12 days of vacations 90% Vacation bonus 5 personal days per year Medical insurance (You and your family) Life insurance Opportunity to grow in the company Lic. Salvador Velasco #LI-LATAM About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
Job Title
Remote Healthcare Incident Manager