Senior Incident Management Operations Specialist

hace 2 días


Ciudad de México, Ciudad de México Abb A tiempo completo
About the Role

We are seeking a highly skilled Senior Incident Management Operations Specialist to join our team at ABB. In this critical role, you will be responsible for managing high-severity incidents and ensuring seamless service operations.

Key Responsibilities
  • Act as a single point of contact for service operations, including current status, workload, active incidents, requests, change calendar, and root-cause remediation.
  • Collaborate with Application Run Service Delivery Domain/Country/Cluster, Application Run Towers, and internal/3rd party suppliers to ensure strong working relationships.
  • Provide leadership and escalation points on operational level service integration issues and risks.
  • Manage ticket backlogs and escalations for assigned areas of responsibility.
  • Facilitate requirements gathering and rollout of new processes and procedures to our global operations.
  • Minimize ticket re-assignments, bouncing incidents between service providers, and prolonged resolution times.
Your Background

To succeed in this role, you will need:

  • Bachelor's Degree in Electronics and Communication or Computer Science.
  • Three years of experience working in critical incident management.
  • Leadership experience.
  • Knowledge of Service Now and Microsoft Office.
  • ITIL foundations 3 or 4 certification (problem-solving) preferred.
  • Best IT practices.
  • Ability to coordinate multicultural environments.
  • Resilience, self-motivation, teamwork, and organization skills.
  • Advanced English language proficiency (conversational level).
Estimated Salary: $90,000 - $120,000 per year

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