Incident Management Specialist

hace 1 semana


Xico, México Ellucian A tiempo completo

About the Opportunity:

We are seeking a highly skilled Incident Management Specialist to join our team at Ellucian. As a key member of our Global Support and Cloud Business Units, you will play a critical role in leading, facilitating, and reinforcing ITSM incident management.

Key Responsibilities:

  • Lead and facilitate ITSM incident management, including response and rapid identification and resolution of business or service impacting incidents.
  • Perform root cause analysis and work collaboratively across the Global Support and Cloud Business Units to identify areas of improvement in policies, procedures, reporting, communication, ITSM practices, and training.
  • Implement new tools and/or procedures while continually focusing on the overall Business Units' needs and goals.
  • Ensure competent and reliable adherence to critical process and procedure, and appropriate escalations in support of production incidents.
  • Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
  • Ensure that Incident records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
  • Assist in postmortem incident review process with stakeholders, driving towards root cause identification, potential corrective actions, and creation of executive summaries.
  • Priming appropriate materials and follow-ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
  • Actively participate and drive incremental improvements to our Incident Runbooks through process creation, tool building, and participating in post-incident reviews.
  • Be an ambassador of the Ellucian Cloud team by engaging in a culture of continuous learning of Cloud products and services, current and future productivity tool sets, and ITIL/ITSM policies and best practices.
  • Help champion the Ellucian Global Support and Cloud operational policies and best practices through coaching and education to promote effectiveness and consistency in delivery standards that support organizational needs.

Requirements:

  • Enterprise incident management experience across several IT disciplines.
  • Strong technical knowledge of complex systems and deep experience leading the rapid response to complex technical issues.
  • Knowledge and experience working with a wide-range of enterprise technologies, including cloud-based environments, database services, middleware, storage, network, and virtualization technologies.
  • Maintaining a professional demeanor and attitude while being assertive.
  • Ability and confidence to act with decisiveness on critical decisions.
  • Ability to multi-task and make sound judgments in a fast-paced, high-stress environment.
  • Ability to challenge information if the response does not fit the situation.
  • Preference given to those with a working knowledge of ServiceNow, ITIL/ITSM incident, problem, and change management components.
  • Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business.

What We Offer:

  • Comprehensive health coverage, including family major medical expenses, dental, and life insurance.
  • Christmas bonus of 30 days.
  • Saving fund.
  • Monthly food coupon.
  • 15 workdays vacation.
  • Thrive Flex Program, allowing you to contribute towards your health, financial, or learning interests.
  • 5 charitable days to support the community that supports us.
  • Diversity and inclusion programs, promoting employee resource groups such as Women in Technology, Pride, and Go Green.
  • Parental leave.
  • Employee referral bonuses to encourage the addition of great new people to the team.
  • We foster a learning culture with tuition reimbursement assistance and professional development opportunities.


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