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Connected Room Incident Resolution Expert
hace 2 meses
About the Role
We are seeking a highly skilled Incident Problem Manager to join our team at NTT DATA Services. As a key member of our team, you will be responsible for providing remote Level 1 & 2 production and application support for the Hilton Worldwide Digital Key System and Connected Room.
Key Responsibilities
- Acknowledge, analyze, manage, and resolve Level 1/Level 2 digital key and connected room incidents in ServiceNow.
- Participate in real-time on-call support during daytime, evening, and weekend hours, and shift rotation.
- Provide real-time support for Hilton's Connected Room support line and perform Level 1 troubleshooting during daytime, evening, and weekend hours, and shift rotation.
- Manage incident ownership and engage in customer follow-up for related issues.
- Work with hotels in real-time to resolve issues and maintain Service Level Agreements (SLAs).
- Participate in recurring incident problem management and work with appropriate teams for research assistance.
About NTT DATA Services
NTT DATA Services is a 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. 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.
What We Offer
- A dynamic and inclusive work environment.
- Opportunities for professional growth and development.
- A commitment to diversity, equity, and inclusion.
- A comprehensive benefits package.
Equal Opportunity Employer
NTT DATA Services is an equal opportunity employer and considers all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.
