Account Service Specialist

hace 12 horas

Guadalajara, México Hashmap A tiempo completo

**Req ID**: We are currently seeking a Account Service Specialist to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).Responsible to lead and manage day to day major incidentsActs as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups- Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers- Assembles the resources necessary to achieve the resolution of Major Incidents- Responsible for leading and driving Major Incidents until resolved- Develops and delivers Incident communication of Major Incidents to Users and NTTDS leadership (based on required content and frequency as determined by account)- Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers- Provides incident documentation to appropriate service management teams- Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts.- Ensures contractual Service Support requirements are understood and managed.- Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.- Provides point of contact for MIM process related questions or issues and facilitates process related meetings.- ITIL Foundation Certification- Excellent Communication Skills- Previous Incident Management experience- Critical/Major Incident Management experience is considered a plus.**About NTT DATA Services****_NTT DATA Services is an equal opportunity employer and considers all applicants without regarding 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._

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