Problem & Incident Analyst Sr

hace 5 meses

Monterrey, México Getecsa A tiempo completo

Somos una empresa líder de gestión de capital humano y servicios tecnológicos con más de 15 años en el mercado nacional y Centro América, ofreciendo un valor agregado y solución a los procesos de consultoría de TI, atracción de talento, pruebas de Software y centro de desarrollo.

Teniendo siempre la satisfacción de nuestros clientes y el desempeño profesional de nuestros colaboradores.

En **Getecsa **estamos comprometidos a brindar la mejor experiência, a seguir innovando y dirigirnos con honestidad, respeto y compromiso.

La oportunidad de crecer está en tus manos únete a nuestro equipo de trabajo.

**Problem & Incident Analyst Sr**

**Summary**:
Main role is to oversee the problem management process for finance and accounting and HR outsourcing vendor relationship, preventing incidents from happening as well as minimizing the impact of incidents that can't be prevented. The problem manager identifies, prioritizes and assigns responsibility for problems and then manages them through the entire process to solution. You’ll work closely with key stakeholders across finance & accounting organizations in CEMEX to maintain consistency at a global scale and align the content strategy with their vision.

**Responsibilities**:

- Track and communicate progress of problem(s) to relevant stakeholders
- Review progress/results with client and/or (senior) management
- Maintain Known Error database updated
- Problem management reporting and metrics
- Drive the process the adherence during any Incident Handling
- Participate in the Incidents to ensure that all parties contribute to the resolution
- Coordinate between multiple support teams and with vendors to avoid incident recurrence
- Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required

**Requirements**:

- Bachelor’s degree in computer science, Business or related.
- Experienced in definition of business Services and technology.
- ITIL foundation (v3/v4) required.
- Strong verbal/ written communication, with the ability to interact with all levels of responsibility and authority.
- Ability to prioritize the development of high-performance teams driven by customer service and teamwork.
- Full-time (hybrid) - Office on Monday & Tuesday / Remote on rest of the week

**Soft Skills and Competencies**:

- Analytical and problem solving skills.
- Proactivity and self-management

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