Account Service Specialist
hace 3 semanas
Key Responsibilities:
We are seeking a skilled Account Service Specialist to lead and manage major incidents. The ideal candidate will have experience in Incident Management and a strong understanding of ITIL Foundation Certification.
Key Accountabilities:
- Assess the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers.
- Assemble the resources necessary to achieve the resolution of Major Incidents.
- Responsible for leading and driving Major Incidents until resolved.
- Develop and deliver Incident communication of Major Incidents to Users and NTTDS leadership.
- Escalate Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors, and IT executives.
- Provide incident documentation to appropriate service management teams.
- Facilitate Technical bridge calls and identify a technical leader to assist with service restoration efforts.
Requirements:
- ITIL Foundation Certification
- Excellent Communication Skills
- Previous Incident Management experience
- Critical/Major Incident Management experience is considered a plus
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