Global Command Center Service Reliability Specialist

hace 2 meses

Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

About the Position

In the role of Global Command Center Service Reliability Specialist, your responsibilities will include:

  • Conducting routine service evaluations and assessing system performance and capacity as assigned.
  • Delivering diagnostics, troubleshooting, and prompt resolution for all incidents and events.
  • Notifying and escalating issues to the appropriate support personnel following established protocols. Documenting shift activities and facilitating shift transitions.
  • Adhering to defined procedures for escalating incidents to the second-level support team, with the ability to produce technical documentation.
  • Monitoring and coordinating all incidents until they are resolved, while identifying potential causes of failures related to Infrastructure and Application issues.
  • Proposing potential solutions or workarounds to address identified failure causes.
  • Exhibiting ownership and managing all support cases through email and service management tools.
  • Collaborating with customers and support teams to ensure satisfaction.
  • Following the established Major Incident Management process as necessary.
  • Engaging with internal and global teams across various levels.
  • Initiating, coordinating, and occasionally leading recovery discussions for critical incidents.
  • Implementing enhancements to existing processes and procedures to ensure performance targets are achieved.

About You
To be a suitable candidate for the Global Command Center Service Reliability Specialist position, your background should include:

  • 2 to 3 years of experience in supporting IT infrastructure, Application, and Cloud Services.
  • 1+ years of experience in a Network Operations Center (NOC) environment is advantageous.
  • 1+ years of experience in Windows, UNIX, or Storage administration is a plus.
  • Familiarity with Data Dog and troubleshooting/debugging tools.
  • Exceptional verbal and written communication skills, capable of engaging with global teams and senior management.
  • Strong collaborative abilities.
  • Experience with Service Now (preferred), Jira, or Remedy.
  • Experience with migration to AWS Cloud.

What We Offer

By joining our diverse culture of top-tier talent, you will benefit from:

  • Hybrid Work Model: A flexible hybrid working environment that connects digital and physical experiences.
  • Wellbeing: Comprehensive benefits including flexible vacation, mental health days, and resources for overall wellbeing.
  • Culture: A globally recognized commitment to equality, diversity, and inclusion.
  • Learning & Development: Access to LinkedIn Learning and opportunities for cross-company projects.
  • Social Impact: Participation in employee-driven resource groups and initiatives for local and global impact.
  • Purpose-Driven Work: Contributing to a mission that promotes justice, truth, and transparency.

Join us in transforming the way knowledge professionals operate and contribute to a more transparent and inclusive future. At Thomson Reuters, we have been dedicated to this mission for nearly 160 years, providing specialized software and tools that empower professionals across various sectors.

Accessibility

As a global organization, we value diverse perspectives and strive to create an inclusive environment for all employees, regardless of their background.

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