Incident Manager

hace 2 semanas

Ciudad de México Tech Mahindra A tiempo completo

**This position is also open to work remotely from anywhere in Mexico**

**Who is Tech Mahindra?**

At Tech Mahindra, we not only provide Agile and DevOps methodologies to our customers, we have adopted the same within the company as well. Our nimble processes are not mired in red tape, yet robust, flexible and result-oriented. We are Software Engineers, Technical Architects, Cloud and DevOps specialists. But the most important, we are dreamers, creators and challengers. Each day, we strive to make great come alive. Our lemma: "work smart and play hard"

Our technology partners are Hashicorp, Cloudbees, Chef, Pagerduty, Docker and SAP.

We're looking for a **Incident Manager **to work for an American multinational energy corporation. The second-largest direct descendant of Standard Oil, and active in more than 180 countries.

**Responsibilities**:
An Incident manager - should be able to lead technically, all major incident for resolution and acts as
the day-to-day interface into the Incidents process and is responsible for ensuring the execution of
the process. Specific responsibilities include:

- Should be able to deep dive in technical resolution of repeat incidents.
Work with Technical SME to drive incident agenda to avoid any incident in Application and
Infrastructure domain.
- Lead as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups
as required to bring the resolution of the incidents back on schedule
- Tracking open incidents and identifying any incident that requires increased focus to meet committed
service levels (e.g., this may include hosting incident meetings as required, one on one mentoring,
escalation, etc.)
- Interface with Problem & change management team and participate in Problem Review board or PIR
(post Incident review and help Problem manager to publish the RCA with corrective and preventative
actions (CAPA)
- Managing team and collaborating with leadership team
Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are
resolved within agreed TAT.
- Check the incident tickets for any deficiencies with respect to the key field updates to ensure the
quality of the incident information, as prescribed in the process and Identifying areas for improvement
using key measurements

**Education**:

- Graduate degree or equivalent qualification in Computer Science, IT, Electronics & telecommunication

**Experience Requirements**
- 12-18 years of relevant industry experience in which minimum 6 year of experience should be as a
technical incident manager or similar profile in technical delivery environments.
Technical Skills
- Understanding of Application in above mentioned domains and dependencies on each
- Strong Technical knowledge of Infrastructure (OS, Middleware, Database and Network)
- ITIL Intermediate/expert Certification
- ISO 2000/BS15000 knowledge or having implemented

**Soft Skills**
- English speaking is a MUST
- Good verbal & written communication
- Interpersonal skills
- Problem solving and diagnostic skills
- Team working skill

We look for consultants that demonstrate passion for what they do and develop. They must be curious, persistent to find the right solutions to resolve complex problems and able to communicate and express ideas properly.

**What you can expect from us**

At TechMahindra, what distinguishes us from other teams is the comfortable environment which engenders trust within teams and with our customers. Trust and openness leads to quality, innovation, commitment to deliverables, efficiency and cost-effectiveness for all our customers.
- Work with some truly remarkable IT engineers, architects, specialists and more.
- We're growing at a phenomenal pace and we'd like some company.
- Hear your voice, nurture your talent and help you strengthen your foot print
- Benefits above the law
- Mentorship, and opportunities to grow and learn

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