Service Integration and Management Specialist at NTT Ltd.

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