ITIL Account Service Senior Specialist

Assists with assembling the tech resources necessary to achieve the resolution of Major Incidents. Responsible for major incident bridge call facilitation that includes identifying a technical lead and holding technical resolver teams accountable for status updates of service restoration activities. Develops and delivers executive major incident management communications to clients and NTT leadership (based on required content and frequency as determined by account). Provides incident documentation to appropriate service management teams. Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. Collaborates with service management and account team resources to ensure consistency of delivery, adherence to standard practices, and continuous improvement. Provides point of contact for MIM process related questions or issues and facilitates MIM process related meetings.