[Hiring] Incident Management Program Lead @NTT Global Data Centers

Role Description

The Incident Management Program Lead is responsible for coordinating, administering, and continuously maturing the Global Data Centers (GDC) incident management program, globally and regionally across GDC. This role serves as the operational lead for the program and works across the organization to improve the consistency, effectiveness, governance, and adoption of incident management practices.

• Develop and maintain incident management standards, processes, communication templates, reporting, governance activities, and KPI tracking.
• Partner with operational teams, regional stakeholders, and technology partners to identify opportunities for improvement.
• Drive process standardization, increase organizational maturity, and strengthen the company's overall incident management capabilities.
• Support the day-to-day operation of the program and advance incident management maturity.
• Identify gaps, recommend enhancements, facilitate governance activities, improve reporting and metrics, and promote consistent execution across the organization.
• Act as a central point of coordination for incident management practices.

Qualifications

• Strong understanding of incident management principles, processes, and data center industry best practices.
• Knowledge of IT Service Management (ITSM) frameworks, including incident, problem, change, and service request management.
• Understanding of operational governance, compliance, and process improvement methodologies.
• Knowledge of incident communications, stakeholder engagement, and escalation management practices.
• Familiarity with KPI development, operational reporting, trend analysis, and performance measurement.
• Understanding of process documentation, policy implementation, and organizational adoption practices.
• Knowledge of ITSM platforms and workflows, preferably ServiceNow.
• Understanding of post-incident reviews, corrective action management, and continuous improvement techniques.
• Awareness of operational risk management and the impact of incidents on business operations and clients.
• Process-oriented with a passion for operational excellence and continuous improvement.
• Self-motivated and capable of working independently with minimal supervision.
• Highly organized and able to manage multiple priorities simultaneously.
• Collaborative and able to build credibility and influence within a matrixed organization.
• Persistent and proactive in driving action and follow-through.
• Comfortable working in a developing and evolving environment with changing priorities.
• Naturally inquisitive and motivated to challenge existing practices constructively.
• Professional, resilient, and confident when engaging with stakeholders at various organizational levels.
• Results-oriented with a strong sense of accountability and ownership.

Requirements

• High School Diploma required.
• Bachelor’s degree in information technology, Operations Management, or a related field or equivalent combination of education and relevant professional experience normally obtained with 4-6 years of related experience.
• 5+ years of experience in incident management, service management, IT operations, operational governance, process management, operational excellence, data center operations, or a related discipline.
• Experience coordinating cross-functional initiatives involving multiple stakeholders.
• Experience developing or maintaining process documentation, procedures, standards, or governance materials.
• Experience producing operational reports, dashboards, scorecards, and management presentations.
• Experience leading meetings, workshops, governance forums, or stakeholder review sessions.
• Experience tracking action plans, managing follow-up activities, and driving accountability across teams.
• Experience identifying process improvement opportunities and supporting implementation of corrective actions.
• Experience working within a matrixed or global organization.
• Experience utilizing ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.

Benefits

• Competitive compensation based on experience, education, and location.
• Base salary for this position is: $123,025 - $155,000.
• Eligible for an annual bonus; payout is dependent upon individual and company performance.
• Paid time-off, medical, dental, and vision benefits.
• Life and supplemental insurance, short-term and long-term disability.
• Flexible spending account and 401k retirement plan.
• Monthly stipend for remote work expenses and personal mobile device use, if applicable.