Incident Manager in NTT Ltd Monee, IL

Website NTT Ltd

This job listing is about NTT Ltd in Monee, IL 2022 exclusively on

Want to be a part of our team?

About us:

We are the managed services division of NTT Ltd. with our headquarters based in Barcelona, Spain. NTT Ltd. is a global technology services company bringing together the expertise of leaders in the field, including NTT Communications, Dimension Data, and NTT Security. We partner with customers around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital, and secure. As a global ICT provider, we employ more than 40,000 people in a diverse and dynamic workplace and deliver services in over 200 countries and regions.

At NTT Managed Services, we provide expert, remotely managed services to our customers as a realistic alternative to in house IT support teams. We have been helping medium and large enterprise’s to proactively monitor and manage their IT estates for more than 18 years.

We believe in our people. They are not only diverse and inspiring, but also experts at what they do. It is a time to be obsessively curious, to reimagine, reinvent, reshape, and to make a real difference for our clients and society. You can contribute to our global capabilities and local insight to help our clients achieve their ambitions and ensure a more sustainable, better world that helps our communities thrive. The world needs fresh ideas, and the time is now for you to unleash your creativity and make a real impact.

It is never too late to learn new things. You will be encouraged to be curious, as that is what keeps you fast, flexible, and relevant. You need to own and to take charge of your career, to learn with and through others, to constantly be exposed to new challenges and experiences. No two days will be the same here, but that is what will keep you growing and realizing your full potential.

If you thrive in a culture that values personal development, trust, and integrity; where you are empowered to innovate and keep customers satisfied to drive excellence, please get in touch.

Why you should consider joining us:

As a part of your total compensation, NTT Managed Services provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long-term needs that you may have. Here is a sample of what we have to offer for full-time permanent employees:

  • Competitive rewards package.
  • Global and challenging environment.
  • Learning and growing opportunities.
  • Open communication.
  • Casual dress code.

More information on our managed services can be found at

Want to be a part of our team?

The Engineering function is responsible for all engineering activities within the firm to ensure that business objectives are met. Includes the creation, development, design, and improvement of products, equipment, facilities, services, standards, and procedures in all engineering fields.

The primary responsibility of this job is to ensure the growth of the organization’s technology portfolio through concept/idea formulation and prototype development in line with the business strategy, requirement, and specifications. These individuals participate in the evolution and development of new innovative architectures and methods to maintain, upgrade, replace and improve the long-term performance of the existing architectures. They will be required to interact with development teams, Project Managers and Business Analysts and create and/or translate business requirements into executable plans.

Working at NTT

Plans, performs, and implements process improvement initiatives (such as Lean or Six Sigma).

Diagrams and evaluates existing processes.

Organizes leads and facilitates cross-functional project teams.

Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

Collects data to identify the root cause of problems.

Measures performance against process requirements.

Aligns improvement to performance shortfalls.

Provides consultation on the use of re-engineering techniques to improve process performance and product quality.

May deliver presentations and training courses including measurement, analysis, improvement, and control.

Surveys and analyzes best practices for techniques and processes.

Communicates team progress. Performs cost and benefit analyses.

Incident Management Specialists are accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or configuring normal operations considered an incident and/or event.

Key Roles and Responsibilities:

  • Receives, prioritizes, and resolves complex or escalated incidents and events related to applications, software, and hardware.
  • Keeps a log of incidents and examines and analyses received incidents.
  • Implements structured process flows from reporting to resolving incidents and records known errors with resolution steps in the relevant knowledge articles.
  • Models incidents based on their categories allowing easy prioritization.
  • Resolves incidents within the specified service level agreements or operational level agreements to ensure restoration of service interruption.
  • Assist with the documentation of troubleshooting steps and service restoration details
  • Identify the resources and proficiency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective resolution.
  • Works with colleagues to establish a framework for reference to be used when resolving incidents that reoccur and are of a similar nature.
  • Assesses data gathered during the incident management process and provides guidance on the enhancement of quality of the service delivered and reduction of overall incidents.

Knowledge, Skills, and Attributes:

  • Good analytical and reasoning skills
  • Strong ability to interpret processes and policies
  • Strong ability to analyze and interpret data to inform continuous improvement initiatives
  • Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
  • Proactive in approach and good attention to detail
  • Achievement driven and delivery focused while maintaining the required quality
  • Display client service orientation with good communication skills

Academic Qualifications and Certifications:

  • Degree in a Computer Science or Information Technology field, or some equivalent work experience
  • ITIL certification (expert level)
  • ITIL Expert
  • Lean
  • Agile
  • Six Sigma
  • COBIT5
  • Kepner Tregoe
  • ISO20000
  • ISO15504

Required Experience:

  • Demonstrated experience working with internal and external stakeholders
  • Demonstrated experience analyzing processes and recommending improvements
  • Good experience in ITSM
  • Proven experience managing incidents of a complex nature
  • Experience with writing knowledge articles
  • Service desk experience
  • Experience working with data sets

What will make you a good fit for the role?

Additional Job Description:

What will make you a good fit for the role?

  • Seasoned and experienced professional
  • Has full understanding of specialisation area
  • Resolves wide range of issues in creative ways
  • Fully qualified, career level, career journey-orientated
  • Uses good judgement in selecting tools and methods to solve problems
  • Networks with senior internal and external people in own area of expertise
  • Receives little instruction on day-to-day work, receives general instructions on new assignments

Academic Qualifications and Certifications:

  • Typically requires extensive related experience with a bachelor’s or equivalent degree
  • Relevant Certification beneficial

Join our growing global team and accelerate your career with us. Apply today.

Equal opportunity employer

NTT 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, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

Please note:

This job description indicates the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees for this role. The incumbent of this position is also expected to undertake other duties which may not be listed on this job description as directed by their manager which can be deemed as reasonably within the scope of their role.

Company: NTT Ltd

Vacancy Type: Full Time 

Job Location: Monee, IL

Application Deadline: N/A

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