JOB DESCRIPTION
Who we are
The Cluster Lead is focused on ensuring the seamless operation, reliability, and performance of critical business applications while driving continuous improvement and efficiency in application operations. The Cluster Lead will collaborate closely with cross-functional teams to align application services with business goals and user needs.
What you'll be doing
- Management of the Incident Resolution Process : Coordination of all steps for the rapid and effective resolution of major incidents and major problems including assessment, escalation, and implementation of necessary actions.
- Ensuring Communication : Responsible for continuous and appropriate communication to all stakeholders, such as clients and internal teams, throughout the handling of a major incident.
- Follow-up on Actions : Monitoring and tracking all actions agreed upon during the resolution process, as well as escalating in case of a lack of progress.
- Documentation and Post-Processing : Ensuring comprehensive documentation of the entire process and conducting reviews to identify optimization potentials.
- Process Optimization : Regular review and further development of the major incident process to ensure system stability and reduce resolution times.
- Evaluate and prioritize incidents, ensuring compliance with escalation guidelines.
- Lead and coordinate major incident resolution efforts, including conferences and solution discussions.
- Provide ongoing updates to stakeholders, send and archive minutes, and share regular reports.
- Analyze resolved incidents, document findings, and identify improvement opportunities.
- Optimize processes and create quality reports, while maintaining a knowledge database for faster resolution of future incidents.
- Is responsible for overseeing and managing all major problems within their area of responsibility (cluster). They coordinate the team and prioritize problems.
- In cases of severe or prolonged incidents, the Cluster Lead ensures rapid escalation and communication to the appropriate decision-makers.
- They escalate issues to upper management when decisions at a higher level are required and ensure that management teams are informed in a timely manner.
- Responsible for effective communication between all involved internal teams (e.g., IT, business units, service desk) and external stakeholders (e.g., service providers, clients).
- Furthermore, they ensure that the necessary resources (technicians, tools, processes) are allocated to incidents within the cluster.
What you'll bring along
Bachelor’s degree in a technical field would be preferableAt least 5-7 years of experience within the Application Management Services fieldIn-depth understanding of various methodologies, with specific expertise in ITIL and Agile frameworksCustomer Orientation and Relationship Management skillsExcellent people management skillsExcellent communication and project management skillsAssertiveness, business orientation, analytical thinkingExcellent command of both spoken and written English and GermanDocument
What’s in it for you
New beginnings can be a challenge. We promise a smooth integration and a supportive mentorPick your working style : choose from Remote, Hybrid or Office work opportunitiesEarly bird or night owl? Our projects have different working hours to suit your needsNobody is born an expert. Sharpen your tech skills with our sponsored certifications, trainings and top e-learning platformsWe want you to stay healthy! Enjoy our Private Health Insurance – it’s custom-made for youA clear mind is a healthy mind. Attend individual coaching sessions or go one step further by joining our accredited Coaching SchoolMake the most of our epic or themed events – they’re lovingly designed for our people and their familiesNTT DATA Romania is an equal opportunity employer and considers all applicants regardless 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.
Not the job for you? Perhaps you have a friend who would be a perfect fit. Send them this link!
LI-AR2