Incident Manager (m/f/d)

NTT Global Data Centers is seeking an Incident Manager (m/f/d) to join its EMEA Operations Team which operates in several countries across Europe and in South Africa. Specifically, this role will be a member of the Data Center Services department within the wider EMEA Operations and will work with people across most departments and all locations. The role will work with a variety of stakeholders at all levels, both regionally (in EMEA) and internationally, to both maintain and then lead the company’s response to incident management to help deliver operational excellence and target zero-downtime across our data center facilities. This person will be responsible of all aspects relating to how the organization prevents, captures, reacts, manages and learns from incidents of any severity. This position is based in Frankfurt am Main.

What you will do

• Take on and own incident and problem management across EMEA
• Work within guidelines defined on a global level to ensure that we are compliant, and that the EMEA region’s needs are recognized as our environment grows and changes over time
• Write and maintain all relevant policies and processes using best practice framework e.g. ITIL to develop a highly efficient incident and problem management function
• Adopt industry best practice and respond to changes where required to ensure a programme of continual improvement
• Sustain and evolve the standard approach to Root Cause Analysis (RCA) work
• Lead lessons learnt processes to reduce recurrence of incidents across EMEA implementing learnings through all regions and facilities
• Work closely with counterparts, both in Critical Operations and the wider business, to understand technical and operational nuances which can affect the company’s response during an incident
• Deliver training across EMEA and work with the Training Manager to ensure that incident and problem management features prominently within our EMEA training framework
• Provide onsite support and create learning opportunities for team members involved in complex issues
• Maintain a process to effectively communicate updates throughout the lifecycle of an incident
• Implement/ maintain KPIs and reporting formats so that the company has a comparable view of incidents and problem management across all its regions and facilities
• Define/ maintain a tool to track incidents and problems throughout EMEA
• Work closely with Legal and Governance to ensure that our incident response is fully aligned with the company’s business continuity plans
• Provide executive feedback on incident handling and suggest improvements on the company’s overall response
• Generate actionable data, and work with counterparts in EHS, Projects, Engineering and Technical Standards, to suggest changes to reduce incidents
• Plan and execute scenario training on a regular basis involving individual teams, the wider business, external vendors and customers
• Play an integral role in the Operations Team and provide ad-hoc support and statistics to colleagues to help identify trends and implement improvement plans
• Develop a positive team culture through achievement of results, teamwork, development, accountability, competency and professionalism
• Demonstrate a passion for effectively managing and learning from incidents to help drive a zero-downtime mentality

What we are looking for

• Educated to degree or equivalent academic level
• ITIL or similar certification required
• Relevant experience working in Data Centers or mission critical environments within a large multinational company
• Proven track record of leading and improving incident and problem management
• Demonstrable experience in continuous process improvement and defining and managing associated metrics and KPIs
• Proven track record of people management, with both direct and indirect reports
• Ability to prepare and present relevant information in front of all types of audiences
• Excellent report writing skills (business fluency in German and English (technical and written))
• Experience of working in a multi-cultural environment as part of a global organisation
• Strong understanding of RCA management frameworks
• Travel and short-term stays abroad required
• An operational excellence and zero-downtime mentality
• A strategic thinking individual with structured and target-oriented approach
• Demonstrable skills in leadership, technical management, and collaboration
• Outstanding relationship-builder and communicator, both internally and externally
• Ability to work in multinational, interdisciplinary and culturally diverse teams
• A passion for listening to stakeholders and customers and a world-class service mentality
• Frequently move about inside and outside of data center / facility
• Remain stationary for long periods of time
• Operate computer, peripherals, and other office equipment
• Perform work during European business hours and time zones, with occasional work
• Travel and short-term stays abroad required
• Work onsite at a data center location or office
• Exposure to varying temperatures and loud noises
• Exposure to outdoor weather conditions
• Travel required 10% of time
• Perform work from a remote location with stable internet connection