Service Reliability Analyst, Global Command Center

hace 4 semanas

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

About the Role

In this opportunity as a Service Reliability Analyst, Global Command Center, you will:

  • Perform daily service checks, health evaluation of systems' performance and capacity as assigned.
  • Provide diagnostics, troubleshooting, and quick/efficient resolution on all events/incidents.
  • Evaluate and escalate incidents to the appropriate support staff via established procedures.
  • Document shift activity, facilitate and perform shift turnover.
  • Track and coordinate all incidents until resolution and identify probable causes of failures in the Infrastructure & Application related issues.
  • Recommend possible solutions/workarounds to address the probable causes of failure.
  • Demonstrate ability to take ownership and manage all support cases via emails/Service Management tools.
  • Collaborate with customer and support teams to ensure client satisfaction.
  • Follow the defined Major Incident Management process as appropriate.
  • Have the opportunity to interact with internal and global teams of all levels.
  • Initiate, coordinate, and at times lead recovery calls for critical incidents.
  • Implement improvements to existing processes/procedures, ensuring performance targets are met.

About You

You're a fit for the role of Service Reliability Analyst, Global Command Center if your background includes:

  • 2 to 3 years of supporting IT infrastructure, Application & Cloud Services.
  • 1+ years of mandatory NOC experience in similar environments would be an added advantage.
  • 1+ years of Windows, UNIX or Storage administration skills would be an added advantage.
  • Data Dog - Troubleshooting/Debugging tools.
  • Excellent communication skills, verbal and written.
  • Strong collaboration skills.
  • Service Now (preferable)/Jira/Remedy.
  • Migration to AWS Cloud.

What's in it for You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

  • Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
  • Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
  • Culture: Globally recognized and award-winning reputation for equality, diversity, and inclusion, flexibility, work-life balance, and more.
  • Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
  • Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.
  • Purpose-Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting, and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing, and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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