Incident Manager

**Incident Manager**

Mexico,Chihuahua, Tijuana

Full time
- Job Description_

Job Summary:
Responsible for leading the coordination and restoration of services for major P1 and P2 IT incidents. The Major Incident Specialist coordinates incident responses across all functional and groups. The position is a 24/7/365 role with primary hours between 9am-7pm GMT+8. This position will communicate incident information and impact to customers, business partners and senior management. Upon resolution of the incident, the Incident Manager will ensure that the correct follow up actions are identified and assigned to the appropriate teams.

Duties and Responsibilities:

- Ensure all required resources during an incident are gathered and coordinate tasks across all teams
- Manage incident communication internally and to customers
- Prioritize incidents according to their urgency and impact on the business.
- Maintain incident logs describing the event, what occurred, timing, root cause and actions taken to resolve
- Generation of ad-hoc incident reports as necessary
- Update escalation procedures and training manuals as required
- Adjust the incident management process as required to ensure its effectiveness
- Communication on corporate issues with global incident managers
- Provide written updates on issue status and next steps to business and IT partners
- Follow-up on incidents to ensure permanent corrective action has been identified
- Facilitate warm hand-off of active incidents to regional incident managers
- Participate in off hour on-call support rotations

**Requirements**:

- Bachelor's Degree in a relevant field or 3-5 years of relevant experience
- Strong knowledge of IT service management software including ITIL and COBIT
- Excellent managerial skills and ability to collaborate with team members.
- Excellent communication skills with the ability to communicate clearly and effectively
- Excellent verbal/interpersonal, written, presentation and customer relationship communication skills
- Willingness to work in a 24x7, high-availability service delivery environment
- Effective at driving short-term results that are consistent with long-term goals
- Ability to communicate at all levels, with a strong emphasis on clear and concise business writing and the ability to convert technical matters into business understandable language
- Ability to analyze a high volume of technical data and work in a fast-paced environment
- Strong problem solving, analytical, and time management skills

Travel:

- Some local, domestic and international travel may be required

Tipo de puesto: Tiempo completo

Horario:

- Turno de 8 horas

Lugar de trabajo: Una ubicación