Problem & Incident Analyst Sr - Technical Service Manager

hace 2 semanas


Monterrey, Nuevo León, México Getecsa A tiempo completo

At Getecsa, we are a leading provider of human capital management and technology services with over 15 years of experience in the national and Central American markets. Our value proposition lies in offering tailored solutions to our clients' technology consulting, talent attraction, software testing, and development center needs.

We are committed to delivering exceptional customer experiences, driving innovation, and upholding honesty, respect, and a strong work ethic. Our team is dedicated to helping you grow and succeed in your career.

We are seeking a highly skilled Problem & Incident Analyst Sr to join our team. As a key member of our technical service management team, you will be responsible for overseeing the problem management process for finance and accounting, as well as HR outsourcing vendor relationships.

**Key Responsibilities:**

• Track and communicate progress of problems to relevant stakeholders

• Review progress/results with clients and/or senior management

• Maintain a comprehensive Known Error database

• Develop and implement problem management reporting and metrics

• Drive adherence to process during incident handling

• Participate in incident resolution to ensure all parties contribute to the solution

• Coordinate between multiple support teams and vendors to prevent incident recurrence

• Validate incident reports and ensure the delivery of Root Cause Analysis (RCA) as required

**Requirements:**

• Bachelor's degree in computer science, business, or a related field

• Experience in defining business services and technology

• ITIL foundation (v3/v4) certification

• Strong verbal and written communication skills, with the ability to interact with all levels of responsibility and authority

• Ability to prioritize the development of high-performance teams driven by customer service and teamwork

**Soft Skills and Competencies:**

• Analytical and problem-solving skills

• Proactivity and self-management


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