**Job Description:** • 5-6 years of Experience in Incident/Change/Problem Management • Experience in Java Application Support & Relational DB • Experience with monitoring tools Dynatrace/Graffana • Demonstrable experience of managing Incidents, Major Incidents, Problems, Service requests and Change requests using the ITIL service management framework • Supporting and nurturing process improvements and knowledge base improvements • Responsible for ensuring the team resolves all reported incidents to the customer’s satisfaction, using approved methods, tools and procedures and in accordance with agreed KPI’s and SLA’s • Responsible for defining, enabling and analyzing performance KPIs to support regular reporting on service quality and improvement recommendations • Responsible for Service reporting to key stakeholders • Responsible for maintaining support processes and documentation, updating and redistributing whenever necessary. • Responsible for ensuring that Incident and Problem processes are integrated with Change Management to drive planning and reduce service restoration times. • Responsible for following up on post incident reviews, ensuring root cause for all major incidents are understood and corrective actions are captured, tracked, reported and managed to an evidenced conclusion through immediate changes • Responsible for the running of the Change Control process, running the CAB meetings and challenging changes to ensure that they have been well thought through, with backout plans and business impact constantly in mind. Attitude, Soft & Communication Skills: • Experience in handling technically critical escalated situations, drive team of experts & come-up with best-in-class workarounds / solutions • Critical thinking generated by observation, experience, reflection, reasoning, and communication. • DevOps mindset (you build it, you run it; taking e2e responsibility and accountability) • Able to demonstrate how customer centric thinking is expressed and reinforced through the digital product design processes • Fluent English (written and spoken) is a must, other languages (e.g. German, French, etc.) are a plus **Get empowered by NTT DATA Business Solutions!** **We transform. SAP® solutions into Value** **NTT DATA Business Solutions is a fast-growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.**