TEC4 Communications Lead

Req ID: 349128

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 TEC4 Communications Lead to join our team in guadalajara, Jalisco (MX-JAL), Mexico (MX).

Job Title: TEC4 Communications Lead

Location: North America / Mexico

Shift Pattern : 24x7x365 / TBC

TEC4 Communications Lead

The position is for an experienced Communications Lead within the Enterprise Technology Operations organization (Core Engineering Business Unit). The Communications lead will be part of the TEC4 team. TEC4 stands for Technology Event Command, Coordination and Communication Center and it is a 24x7 team that focuses on cross-divisional coordination related to major incidents and crisis events.

The Communications Lead role requires close collaboration with global teams, active involvement in risk management, and strict adherence to global and regional procedures.

RESPONSIBILIITES

• In general:

o Ensure all TEC4 processes, procedures and templates are well documented, defined and implemented.

o Ensure global and regional coverage, maintaining seamless communication coordination across time zones.

o Assist in maintaining transparent and effective communication channels across Engineering stakeholders.

o Build and maintain relationships with TEC4's key stakeholders.

• During technology crisis events:

o Serve as the authoritative channel for Engineering communications during crisis events.

o Set up and host virtual checkpoint meetings and communication channels

o Take the lead in drafting clear and concise status updates and disseminate within predefined cadence via appropriate communication channels to applicable target groups.

o Maintain all crisis event related documentation and meeting attendance records.

o Ensure all communication platforms are kept in sync and up to date.

o Assisting in creating retrospective reports related to the crisis event by collecting timeline, mitigation steps, and document follow-up action items.

SKILLS & KNOWLEDGE

Communication:

• Verbal and Written Communication: Ability to articulate complex technical information clearly and concisely to diverse audiences, including technical teams, business leaders, and end-users. This includes providing status updates, risks, and resolutions in a direct and open manner.
• Crisis Communication: Maintain a calm and composed presence during high-pressure situations, delivering clear and well-structured messages.
• Stakeholder Liaison: Act as a primary point of contact and liaison for global teams across multiple business units, preventing information silos and ensuring all relevant parties are informed.
• Message Interpretation and Cohesion: Possess excellent interpretive skills to synthesize information from various sources and craft a positive, cohesive message.
• Communication Planning: Prioritize communication, maintain transparency, and ensure timely updates throughout the incident lifecycle, utilizing pre-written templates for efficiency.
• Multi-channel Communication: Proficiency in utilizing various communication channels within GS while maintaining consistency.

IT Service Management (ITSM):

• Knowledge: Deep knowledge of IT service management industry standards and practices,
• Service Operations Awareness: Understanding of Service Desk operations, Application Support, and Infrastructure Support functions.
• Technical judgement: Solid understanding and awareness of enterprise-level infrastructure, cloud platforms, and application stacks, with basic technical knowledge to facilitate effective coordination.
• ITSM Tools Proficiency: Familiarity and proficiency with ITSM tools and incident tracking systems (e.g., ServiceNow) for monitoring, coordination, and reporting.

Personal Attributes:

• Independent and team player: Work effectively both independently and as part of a team, self-motivated and deadline driven.
• Resilient: Ability to maintain composure and effectiveness under significant pressure and stress.
• Proactive: A proactive approach to anticipate potential problems and take ownership of solutions.
• Organizational Skills: Excellent organizational and multitasking capabilities to manage various responsibilities efficiently.
• Adaptable: Willingness to learn new tools and techniques and adapt to evolving technologies, processes, and expectations.

EXPERIENCE

• Minimum of 5 years of working experience within major incident and/or crisis management teams preferably in a communication lead role.
• Experience in being part of a 24x7 team.

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 and email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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