Major Incident Resolution Specialist

hace 2 horas

Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo
About the Role

The Major Incident Manager will play a critical role in supporting our technology teams by managing incidents within our IT infrastructure and application layers, ensuring rapid resolution in alignment with our Service Level Objectives (SLOs). This position requires excellent analytical and communication skills, the ability to work independently under pressure, and strong problem-solving abilities.

Key Responsibilities
  • Manage Technical Recovery Calls (War Rooms) to ensure timely and effective incident resolution.
  • Perform functional and hierarchical escalations to mitigate incidents and minimize impact on business operations.
  • Coordinate technology groups to drive focus and execute effective action plans, ensuring seamless collaboration and communication.
  • Assign team responsibilities to optimize Major Incident Management (MIM) resource utilization and ensure efficient incident resolution.
  • Ensure team members meet training requirements to enhance product and technology understanding, promoting a culture of continuous learning and improvement.
  • Monitor and ensure incident mitigation times meet or exceed MTTM/MTTR SLOs, maintaining high standards of service quality.
  • Foster a positive attitude towards change management and adaptability to new challenges, driving innovation and growth within the team.
About You

The ideal candidate for the Major Incident Manager Role must possess:

  • A Bachelor's degree in Computer Science or a related field, or equivalent experience preferred.
  • Minimum 1 year of experience in a similar role or 3 years in application/infrastructure support, with a strong understanding of ITIL processes and incident management.
  • Excellent communication and interpersonal skills to engage professionally with internal teams and external stakeholders, promoting effective collaboration and issue resolution.
  • Proficient in analytical thinking, time management, and organizational skills, with the ability to handle high volumes of activities concurrently without compromising service quality.
  • Familiarity with ticketing systems like ServiceNow or Jira is a plus, with training available if needed.
  • Knowledge of networking protocols (TCP/IP, DNS, DHCP) is beneficial, with opportunities for further technical training in areas like cloud computing or cybersecurity.
  • The ideal candidate must be comfortable in a fast-paced environment with shifting priorities, maintaining focus on deliverables until completion.

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