Major Incident Manager

hace 2 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 key to ensure success.

This role owns all levels of communication for a Major Incident to internal Stakeholders, running effective bridge calls, ensuring both business and IT focussed updates are sent in a timely manner. Ensuring ITSM records are maintained and updated. This role also includes some on-call responsibilities outside of business hours including weekends on a team rota basis.

This role will also be required to perform functional and hierarchal escalations to ensure we meet service level agreements with our customers and internal SLO’s. As a Major Incident Manager you will be required to assist in building the team’s documentation and be a key participant in RCA meetings.

The Major Incident Management team is part of the larger Operations Management Center which is critical to ensuring timely resolution of production incidents, performing continual service improvements to proactively detect and prevent customer impacting incidents. To actively focus on Production Stability across the estate, with key areas of focus on reduction of mean time to engage and mean time to resolve.

**Responsibilities & Deliverables**:
Your deliverables as a Major Incident Manager will include:

- Support and promote ITSM framework amongst teams and the wider IT organization. The Major Incident Manager is responsible to effectively manage the lifecycle of unplanned interruptions. This includes protecting the organisation from reputational damage, productivity loss and regulatory failings
- The ability to learn new technical concepts quickly and translate technical jargon into plain speak for stakeholders, as well as the ability to filter information quickly and tailor communications to the recipient
- Perform initial incident assessment of technical and process deficiencies and follow up on investigations
- Provide leadership to multiple support teams during Major Incidents to actively drive towards immediate service restoration.
- Resolve matters that have been escalated and provide approvals where required and follow the technical and functional escalations where necessary
- Follow Emergency change process to ensure corrective actions are implemented and managed effectively
- Ensure proper lifecycle transition from Incident to Problem Management processes including active participation in RCA meetings
- Contribute to the continual improvement of the Incident Management process.
- Perform Incident trend analysis and systemic Problem identification.
- Participate in specific Operations Management activities and special projects or initiatives as required.

**Required Skills and Experience**:

- Experience with ITIL methodologies and industry best practices. - ITIL v3 certification, minimum foundation level.
- Excellent working knowledge of an ITSM platform - ServiceNow is preferred
- Strong background in managing Financial / Payments related Major incidents with understanding of associated regulatory implications and time dependent drivers.
- Experience leading bridge calls with many technical participants
- Experience and tenacity in driving resolution of complex issues
- Proven ability to multi-task and prioritise to always push towards resolution in a timely manner, keeping a level head while systematically pushing technical teams to perform the technical work to restore service
- Proven ability to analyze and solve a wide range of technical problems. Including the ability to perform first level assessment of technical and process deficiencies and follow up on investigations
- Excellent written and verbal communication skills are a must. The ability to effectively communicate technical concepts to non-technical clients/partners, is significant, specifically at senior management level.
- Excellent analytical skills are required
- Experience leading teams to support meeting a contractual service level agreement
- Experience with Problem Management
- Experience with Change and Release Management
- Experience with Crisis Management and Communications


  • Major Incident Manager

    hace 4 días


    Guadalajara, México AstraZeneca A tiempo completo

    **Positions are open to Mexican Citizens and official residents of Mexico.** **Location: Guadalajara (hybrid)** **Strong English interpersonal skills required**: **About the AstraZeneca** **AstraZeneca is a global, science-led, patient-focused pharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines...

  • Major Incident Manager

    hace 3 días


    Guadalajara, México AstraZeneca A tiempo completo

    **Accountabilities**: The Service Operations Support Analyst will be supporting the ‘run’ of the daily service in the Command Centre areas, including: - ** Service** **Operations**: From shift handover support the Service Operations Manager with the daily running of the Command Centre Service ensuring that events captured via monitoring tools and...

  • Major Incident Manager

    Encontrado en: beBee S MX - hace 4 semanas


    Guadalajara, México AstraZeneca A tiempo completo

    Positions are open to Mexican Citizens and official residents of Mexico.Location: Guadalajara (hybrid)Strong English interpersonal skills required About the AstraZenecaAstraZeneca is a global, science-led, patient-focused pharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines for some of the...


  • Guadalajara, México Vdart Inc A tiempo completo

    Overview **Job Role**: Major Incident management** **Location**: Guadalajara, Jalisco - Mexico** **Experience and Technical Skills** - To coordinate conference calls that are conducted for all Major Incidents (service interruptions/outages), along with documenting everything that occurs on the call within the Major Incident ticket. - Answer incoming calls...

  • Incident Manager

    Encontrado en: beBee S MX - hace 3 semanas


    Guadalajara, México Cognizant A tiempo completo

    We’re hiring! At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing...

  • Problem Manager

    hace 5 días


    Guadalajara, México Finastra USA Corporation 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...

  • Problem Manager

    Encontrado en: beBee S MX - hace 2 días


    Guadalajara, 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...

  • Problem Manager

    Encontrado en: Jooble MX O C2 - hace 3 semanas


    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...

  • Change Manager

    Encontrado en: beBee S MX - hace 4 semanas


    Guadalajara, México Cognizant A tiempo completo

    We’re hiring! At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing...

  • Project Manager

    hace 4 días


    Guadalajara, México Wipro A tiempo completo

    _Wipro_, a leading global information technology, consulting and business process services company, is looking for your talent to join us into one of or projects as a Project Manager. **Requirements**: - 1 to 2 years of experience in project management - Intermediate to advanced Excel level - Advanced or native English, spoken and written (C1 or...

  • Site Manager

    hace 4 días


    Guadalajara, México ATA Recruitment Ltd A tiempo completo

    **Site Manager**: - Location- Guadalajara- Job Type- Contract- Salary- £400 - 500 per day Expenses + Contract Extensions- Contact Steve Harrhy- Call 07827 295 376- Reference 5412458/612/SHC**Site Manager** **Based on new build site in Mexico - 3-6 months** **Responsible for setting up a new build site** **£400-£500 per day (6 days per...

  • EHS Manager

    hace 3 días


    Guadalajara, México Concord Enviro A tiempo completo

    **Position title**: HSE Manager **Accountable for**:The HSE related activities, systems, operational risk management and support, administrative and legal compliance tasks within the company with effective HSE Management. **Job Summary**: As a key role within the HSE Team, your advice and support to Managers, supervisors, and colleagues will be...

  • Production Manager

    hace 7 días


    Guadalajara, México Flex A tiempo completo

    At Flex, we welcome people of all backgrounds. Our employees thrive here by living our values: we support each other as we strive to find a better way, we move fast with discipline and purpose, and we do the right thing always. Through a respectful, inclusive and collaborative culture, a career at Flex offers the opportunity to make a difference, invest in...

  • Engineering Manager

    hace 23 horas


    Guadalajara, México EPAM Systems A tiempo completo

    **DESCRIPTION**: We are seeking a highly motivated and experienced Engineering Manager to join our dynamic team at EPAM. As an Engineering Manager, you will have the opportunity to lead and manage a team of talented engineers, driving the success of our engineering projects and contributing to our company's growth. If you are passionate about leadership,...

  • ESPECIALISTA DE SOPORTE TÉCNICO

    Encontrado en: Talent MX C2 - hace 3 semanas


    Guadalajara, México C&A Moda A tiempo completo

    Descripción del puesto Serás responsable ante el Coordinador de Soporte Técnico de mantener el software y hardware a nivel enduser operativo, minimizando el tiempo de afectación por incidentes a través de la atención con base al proceso de Gestión de Incidencias y Solicitudes de los reportes hechos por parte del usuario y los identificados...

  • Project Manager

    hace 2 días


    Guadalajara, México Hewlett Packard Enterprise A tiempo completo

    Project Manager This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. **_ The Customer Experience project manager will lead internal projects to ensure that they meet all scope, time, budget and quality expectations, through planning, controlling and managing. Will manage corporate and third-party...

  • Cloudops Manager

    hace 2 días


    Guadalajara, México TTEC A tiempo completo

    CloudOps Manager **CloudOps Manager** TTEC is seeking a Cloud Sustainment Engineering Manager to join the IT Team. We’re a global company that is 50,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that...

  • Escalation Manager

    hace 2 días


    Guadalajara, México f5 A tiempo completo

    Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. As an Escalation Account Manager, you will be an integral member of the F5 Support and Services team, managing critical escalations and...

  • Commodities Manager

    hace 4 días


    Guadalajara, México Plexus A tiempo completo

    **Job Description**: - Purpose Statement: Responsible for identifying materials suitable for corporate contracts within assigned commodity scope. Responsible for developing and administering contracts which take full advantage of the total corporate volume and developing supply chain strategies to yield component contracts at the lowest Total Cost of...

  • Commodities Manager

    hace 4 días


    Guadalajara, México Plexus A tiempo completo

    Purpose Statement: Responsible for identifying materials suitable for corporate contracts within assigned commodity scope. Responsible for developing and administering contracts which take full advantage of the total corporate volume and developing supply chain strategies to yield component contracts at the lowest Total Cost of Ownership (TCO). Responsible...