We are currently seeking a Incident Problem Management(ServiceNow,L1/ L2) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).
The individual will provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room.
The individual will provide live phone support during daytime/evening/weekend hours and participate in an on call rotation
The individual is responsible for working on requests and incidents based on client's tickets, using the documentation and procedures put in place in their business unit.
The individual will escalate issues to the manager and/or the appropriate team based on complexity and priority.
The individual should be a technically savvy, customer-focused individual who will be working directly with the client and have great communication skills
General Duties and Tasks
- Acknowledge, Analyze, Manage & Resolve L1/ L2 Digital Key and Connected Room Incidents in ServiceNow
- Participate in the real time on call support daytime/evening/weekend hours and shift rotation
- Real-time support for Hilton's Connected Room support line and perform L1 troubleshooting during daytime/evening/weekend hours and shift rotation
- Incident Ownership
- Engage in customer follow-up for related issues
- Work with hotels real-time to resolve issues
- Maintain SLAs
- Recurring Incident Problem Management
- Work with appropriate teams for research assistance
**About NTT DATA Services**
**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding 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.
If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.