Major Incident Manager- Work From Home

hace 2 semanas

Guadalajara, México People Thrust A tiempo completo

**Position Title**:Major Incident Manager

**Schedule**: 6am - 6pm CST (it might be within this range, open to working off hours and weekends if needed).

**Duration**: Full-Time

**Company Background**:
Our client is a global leader providing online education, assessment, remediation, certification and e-learning solutions for the post-secondary academic market specifically serving the nursing, allied health, sports medicine, public safety, and the financial services industries.

**Job Overview**

We are seeking a motivated, energetic individual with strong technical knowledge, project management, and communication skills for the position of Incident Manager. This individual will be responsible for driving incident resolution across the organization. The Incident Manager will be part of the Service Management organization and report to the Manager of Incident/Problem/Change Management.

**Responsibilities & Duties**
- Incident Coordination - manage all severity 1&2 incidents from inception to resolution, ensuring the quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group. Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.
- Assist with Change Management and Problem Management as needed.
- Assist in building and maintaining the configuration management database (CMDB) using ServiceNow (ITSM tool).
- Provide metrics and participate in weekly post-Incident Review Analysis meetings, detailing failings or concerns experienced during incident handling that will feed into continual service improvement plans, processes, and training.
- Provide input into the Incident Management Process, further define the process flow, document expectations and assist in training and guiding impacted parties to adhere to the process.
- Provide after-hours on-call support on team rotation. Ability to perform the on-call duty as scheduled and assist with coverage as needed.

**Skills & Abilities**
- Strong project management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers'/business’ satisfaction.
- Excellent oral/written communication skills with the ability to work collaboratively with all levels of the organization.
- Displays a credible presence and positive image.
- Develops other people’s confidence in themselves through consistent action, values, and communication.
- Develops a strong network and relationships that benefit the team and the organization.
- Can maintain a holistic perspective, ‘big picture’, rather than only positional or functional viewpoints.
- Experience and knowledge of Major incident management principles and methodologies, specializing in medium/large-scale organizational Major incident processes.
- Accepts responsibility for own choices, actions, non-actions, successes, and failures.
- Proactively seeks out new and up-to-date information that can be applied to the Major incident manager role and incident process.
- Ability to perform on-call duties as needed/scheduled.
- Proactively manage the resolution of major incidents in a timely manner, ensuring mínimal business impact, and initiate escalation procedures as appropriate.
- Perform KPI reporting and analysis and provide to the appropriate groups.
- Prioritizing tasks appropriately and meeting all defined deadlines.
- Perform daily duties with mínimal direction.
- Effectively communicates the status of major incidents to the appropriate stakeholders.

**Education and Experience**
- Bachelor’s degree in an IT or Project Management program or equivalent work experience
- ITIL Foundations certification

**Required Skills**:

- At least 5+ years of experience as a Major Incident Manager working in a medium to large environment.
- Experience with ServiceNow or related Service Management tools.
- Experience with JIRA or another issue tracking, bug tracking, and Project Management tool.
- Understanding of DevOps philosophy.
- Experience in a NOC environment

Tipo de puesto: Tiempo completo

Salario: $40,000.00 - $58,000.00 al mes

Horario:

- De guardia
- Turno de 8 horas

Prestaciones:

- Programa de referidos
- Seguro de gastos médicos
- Seguro de gastos médicos mayores
- Seguro de vida
- Trabajar desde casa

Idioma:

- Inglés (Obligatorio)
- Health insurance

  • Major Incident Manager

    hace 4 semanas

    Guadalajara, México Finastra USA Corporation A tiempo completo

    **Responsibilities**: As a Major Incident Manager, you will be in a highly visible role contributing to Finastra’s daily operations in a global 24/7/365 environment. This role is key to drive speedy resolution of major incidents by actively facilitating and co-ordinating across multiple technical teams, a level head, and a broad technical understanding is...

  • Account Manager Assistant

    hace 1 mes

    Guadalajara, México Gordian Staffing A tiempo completo

    **Gordian Staffing, A New Way of HR.** Founded in 2019, Gordian Staffing helps small and medium-sized enterprises in the United States and Canada with specialized services and provides high-quality people solutions remotely. Our headquarters are in Omaha, Nebraska. Abroad, we have offices in Guadalajara and Mexico City. - We are looking for a _**Client...

  • Desktop Support Analyst

    hace 1 mes

    Guadalajara, México People Thrust A tiempo completo

    **Position Title**: Desktop Support Analyst **Schedule**: Monday to Friday 9 to 5 central time **Duration**: Full-Time **Company Background**: A leading provider of technology-based educational, curriculum, and assessment solutions for the healthcare industry and other vocational fields. Renowned for delivering solutions that result in higher-performing...

  • Work From Home Technical Interviews Specialist

    hace 2 semanas

    Guadalajara, México BairesDev LLC A tiempo completo

    At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley. Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide. Technical Interviews...

  • Work From Home Software Development Engineer in

    hace 1 mes

    Guadalajara, México BairesDev LLC A tiempo completo

    At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley. Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide. Software Development...

  • Work From Home React Developer

    hace 1 mes

    Guadalajara, México BairesDev LLC A tiempo completo

    At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley. Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide. React Developer at...

  • Work From Home Junior/midlevel Java Developer

    hace 1 mes

    Guadalajara, México BairesDev LLC A tiempo completo

    At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley. Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide. Junior/MidLevel Java...

  • Work From Home Call Center Supervisor

    hace 1 mes

    Guadalajara, México BairesDev LLC A tiempo completo

    At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley. Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide. Call Center Supervisor at...

  • Work From Home Performance Engineer

    hace 1 mes

    Guadalajara, México BairesDev LLC A tiempo completo

    At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley. Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide. Performance Engineer at...

  • Work From Home

    hace 1 mes

    Guadalajara, México Gordian Staffing A tiempo completo

    **Description**: - Gordian Staffing, A New Way of HR._ We focus on helping small and medium-sized enterprises in the United States to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets. **Know about our...

  • Work From Home

    hace 1 mes

    Guadalajara, México Gordian Staffing A tiempo completo

    **Description**: - Gordian Staffing, A New Way of HR._ We focus on helping small and medium-sized enterprises in the United States to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets. **Know about our...

  • Customer Service Agent

    hace 1 mes

    Guadalajara, México Gordian Staffing A tiempo completo

    **Description**: **Gordian Staffing, A New Way Of HR** Founded in 2019, Gordian Staffing helps small and medium-sized enterprises in the United States and Canada with specialized services and provides high-quality people solutions. Our headquarters is in Omaha, Nebraska. Abroad, we have offices in Guadalajara and Mexico City. We are looking for someone to...

  • Problem Manager

    hace 1 semana

    Guadalajara, Jalisco, México myGwork - LGBTQ+ Business Community A tiempo completo

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. ResponsibilitiesWhat will you contribute?Reporting to the Manager of Problem and Incident Management and part of the Service Delivery Team, the Problem Manager will assist in establishing the framework for Problem Management. The Problem Manager...

  • Problem Manager

    hace 2 semanas

    Guadalajara, Jalisco, México Finastra A tiempo completo

    ResponsibilitiesWhat will you contribute?Reporting to the Manager of Problem and Incident Management and part of the Service Delivery Team, the Problem Manager will assist in establishing the framework for Problem Management. The Problem Manager will ensure that all Problem Managers operate similarly between Lines of Business.The incumbent is accountable for...

  • Web Programmer/developer

    hace 1 mes

    Guadalajara, México VirtuallyinCredible A tiempo completo

    **Objectives of the role**: - Consistently create well-designed, tested code using best practices for website development, including mobile and responsive site design - Create websites and user interfaces, using standard HTML/CSS practices, while incorporating data from back-end databases and services - Create and maintain workflows with teams to provide...

  • Problem Manager

    hace 1 semana

    Guadalajara, México myGwork - LGBTQ+ Business Community A tiempo completo

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. ResponsibilitiesWhat will you contribute?Reporting to the Manager of Problem and Incident Management and part of the Service Delivery Team, the Problem Manager will assist in establishing the framework for Problem Management. The Problem Manager...

  • Problem Manager

    hace 1 mes

    Guadalajara, Jal., México Finastra A tiempo completo

    Responsibilities What will you contribute? Reporting to the Manager of Problem and Incident Management and part of the Service Delivery Team, the Problem Manager will assist in establishing the framework for Problem Management. The Problem Manager will ensure that all Problem Managers operate similarly between Lines of Business. The incumbent is...

  • Middle/senior Project Manager

    hace 1 mes

    Guadalajara, México AgileEngine A tiempo completo

    **Must haves** - Understanding of software development life cycle and PM practices - Experience with planning, work tracking, requirements elicitation and other PM activities - Hands-on PM experience - Go-getter and result-oriented attitude - Full-scale project management (from strategy development to reporting) - The desire and motivation to follow new...

  • Data Reaserchers monday

    hace 4 semanas

    Guadalajara, México Hispand Tribe A tiempo completo

    Description **WORK FROM HOME from ANYWHERE in Mexico** We are a tight-knit community of call center representatives working from home. We work with the most recognized American Insurance Companies. **WE OFFER: - 100% Remote job *Work from anywhere in Mexico! - Monday through Friday Schedule. *7:00am - 4:00pm *Mexico City time - Hourly pay $75MXN...

  • Itil Specialist

    hace 1 mes

    Guadalajara, México NTT DATA Services A tiempo completo

    We are currently seeking a Account Service Specialist to join our team in Guadalajara The IT Service Manager will need to provide the leadership of the ITIL Service Management capability for Service Design, Introduction and Transition. Champion the ITIL control processes for Problem, Change, Release, Configuration Management, delivering successful outcomes...