Job Description

Req ID: 356589

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

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 in  Mexico

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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at .  This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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