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Incident Problem Manager
hace 2 meses
We are seeking a skilled Incident Problem Manager to join our team in Guadalajara, Mexico. As a key member of our IT support team, you will provide remote Level 1 and 2 production and application support for Hilton Worldwide's Digital Key System and Connected Room.
Key Responsibilities- Acknowledge, analyze, manage, and resolve Level 1 and 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.
- Take ownership of incidents and engage in customer follow-up for related issues.
- Work with hotels in real-time to resolve issues and maintain Service Level Agreements (SLAs).
- Recurring incident problem management and collaboration with appropriate teams for research assistance.
NTT DATA 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.
We are an equal opportunity employer and consider 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. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
