Incident Management Specialist

hace 1 mes


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

The Incident Management Specialist will be responsible for reviewing and accepting or rejecting assigned incidents, investigating and diagnosing the incident, and documenting incident resolution or workaround in the Service Management application.

Key Responsibilities

Contribute to assigned investigation tasks and actively participate in the investigation process, using tools and techniques, data analysis techniques, to provide data and insight for the investigation

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, whose primary function is to drive 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

Competencies, Skills, and Experience

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.

Ease of responding 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.

Nuvit Service is a leading provider of IT services and solutions.

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