Incident Response Specialist

hace 3 semanas


Ciudad de México, Ciudad de México Nuvit Service A tiempo completo

Job Title
Incident Response Specialist

At Nuvit Service, we are seeking an Incident Response Specialist to join our team. As an Incident Response Specialist, you will be responsible for reviewing, investigating, and resolving incidents in a timely and efficient manner.

Key Responsibilities:

  • Review and accept or reject assigned incidents
  • Investigate and diagnose the incident
  • Document incident resolution or workaround in the Service Management application
  • Contribute to assigned investigation tasks and actively participate in the investigation process
  • Understand risks associated with investigations and escalate them appropriately
  • Develop and maintain professional working relationships with investigation colleagues, business teams, and relevant support areas
  • Actively support the achievement of the corporate strategy
  • Work across shifts in a 24x7x365 operational team, driving all major incidents until resolved
  • Manage outages, driving and coordinating resolution, including calls, escalation (both technical and hierarchic), coordinating all incident support activities
  • Train and share knowledge in area of expertise with more junior staff members
  • Engage team, partners, and customers appropriately to ensure full collaboration, multiple viewpoints, and full transparency
  • Conduct post-mortem incident reviews with stakeholders, driving towards root cause identification, potential corrective actions, and creation of executive summaries
  • Continuous development and daily management of Service Quality

Requirements:

  • Team player with personal drive and a high degree of intrinsic motivation
  • Good oral and written skills in English (business fluent)
  • Strong ability to analyze problems, with attention to detail
  • BA/BS degree or a strong proven risk management/client service track record
  • Must possess excellent oral and written communication
  • 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 (for example: UNIX or Windows or Databases or Mainframe)
  • Solid knowledge in Microsoft Excel (Power Query highly desirable)
  • Good organization and planning skills
  • Strong communication and document processing skills
  • Desirable Advanced level of English. Technical English is required
  • Ability to respond to multiple scenarios and highly dynamic work environments
  • Interested in constantly updating your knowledge
  • Proactive
  • Teamwork
  • Highly motivated, driven, and willing to work independently while receiving instruction through supervision in a highly regulated environment
  • Desire to learn and grow with a team of security access professionals

About Us:

Nuvit Service is a leading provider of IT services, and we are committed to delivering high-quality solutions to our clients.



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