Service Integration And Management Specialist

Service Integration And Management Specialist

Make an impact with NTT DATA. Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA. The Service Integration and Management (SIAM) Specialist is responsible for ensuring the effective coordination and delivery of IT services across multiple suppliers and internal teams within the Managed Service Center (MSC) in Prague. This role plays a critical part in maintaining the stability, performance, and continuous improvement of the IT infrastructure by leading and managing key service management processes: Incident Management, Problem Management, Request Fulfillment, and Change Management.

Key Responsibilities

Incident Management

• Ensure timely resolution of incidents to minimize business impact.
• Coordinate with internal teams and external suppliers to restore services.
• Monitor incident trends and escalate major incidents appropriately.
• Maintain accurate incident records and reporting.

Problem Management

• Conduct root cause analysis for recurring incidents.
• Drive the implementation of permanent fixes and preventive measures.
• Maintain the Known Error Database (KEDB).
• Collaborate with technical teams to reduce incident volumes.

Request Fulfillment

• Manage the lifecycle of service requests from initiation to closure.
• Ensure requests are handled within agreed SLAs.
• Improve request handling processes for efficiency and user satisfaction.
• Liaise with service desk and support teams to streamline request workflows.

Change Management

• Coordinate and manage changes across multiple service providers.
• Ensure changes are assessed, approved, and implemented with minimal risk.
• Facilitate CAB (Change Advisory Board) meetings.
• Maintain change records and ensure compliance with governance policies.

To thrive in this role, you need to have:

Knowledge and Attributes

• Demonstrates command, control and confidence in situations naturally.
• Seasoned client service orientation and impeccable relationship building skills.
• Ability to multi-task and prioritize with great attention to detail.
• Seasoned ability to manage multiple streams of activities.
• Excellent communication skills and documentation skills.
• Excellent client liaison and facilitation skills.
• Execution focused.
• Ability to work across teams/regions/functions.
• Ability to work with people at all levels of the organization.
• Ability to escalate, where required, to ensure outcomes are achieved.

Academic, Qualifications and Certifications

• Bachelor's degree or equivalent in Information Technology or related field.
• ITIL Foundation V3 with a preference for 2 Intermediate certifications preferred.

Required Experience

• Seasoned experience in a Service Operations role within a global IT Services company.
• Seasoned major incident management experience preferably gained in a global IT organization.

What we offer:

• Education to the extent of agreement with the immediate supervisor
• 5 weeks of vacation
• 3 Sick-days per Year
• Compensation of salary for temporary incapacity to work beyond the statutory wage compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
• Notebook and mobile phone including data tariff according to company standards.
• Contribution to the pension insurance or Long term investment product in the amount of CZK 1 000 monthly
• Budget in the maximum amount of CZK 1 800 monthly with regards to the predefined benefits packages (Premium health care / Benefits Cafeteria System / Multisport card)
• Refreshment in the office (coffee, tea, water) for free

Workplace type: Hybrid Working

About NTT DATA. NTT DATA is a $30+ billion 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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer. NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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