Incident Management Specialist

hace 4 semanas


Ciudad de México, Ciudad de México Nuvit Service A tiempo completo
Incident Management Role at Nuvit Service

We are seeking a skilled Incident Management professional to join our team at Nuvit Service. As an Incident Management Specialist, you will play a critical role in ensuring the smooth operation of our IT systems and services.

Key Responsibilities:
  • Review and manage assigned incidents, investigating and diagnosing issues to ensure timely resolution.
  • Document incident resolution or workarounds in our Service Management application.
  • Contribute to investigation tasks and actively participate in the investigation process, using data analysis techniques to provide insights.
  • Understand risks associated with investigations and escalate them appropriately.
  • Develop and maintain professional working relationships with investigation colleagues, business teams, and relevant support areas.
  • Support the achievement of our corporate strategy.
  • Work across shifts in a 24x7x365 operational team, driving major incidents to resolution.
  • Manage outages, coordinating resolution, including calls, escalation, and incident support activities.
  • Train and share knowledge in area of expertise with junior staff members.
  • Engage team, partners, and customers to ensure collaboration, multiple viewpoints, and transparency.
  • Conduct post-mortem incident reviews with stakeholders, driving root cause identification and corrective actions.
Requirements:
  • Team player with personal drive and intrinsic motivation.
  • Good oral and written skills in English (business fluent).
  • Strong ability to analyze problems with attention to detail.
  • BA/BS degree or strong proven risk management/client service track record.
  • Excellent oral and written communication skills.
  • 4-5 years of hands-on IT experience in a technical/helpdesk role.
  • 4-5 years of hands-on experience with at least one infrastructure technology.
  • Solid knowledge in Microsoft Excel (Power Query desirable).
  • Good organization and planning skills.
  • Strong communication and document processing skills.
  • Desirable Advanced level of English (Technical English required).


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