IT Manager

hace 6 días


Guadalajara, Jalisco, México Baxter International A tiempo completo

About Vantive

Vantive is a new company built on the legacy of Baxter International, a leading global healthcare company. As we embark on this exciting journey, we are seeking a highly skilled IT Manager to lead our Incident and Problem Management team.

Your Role

As the IT Manager, you will be responsible for leading a team of specialists in developing, implementing, and maintaining robust incident and problem management processes aligned with ITIL best practices. You will ensure strict adherence to incident and problem management policies, procedures, and standards across all IT teams and regions.

Key Responsibilities

  1. Develop and implement incident and problem management processes to optimize efficiency and effectiveness.
  2. Lead a team in acting as the primary point of contact for escalated IT incidents, coordinating resolution efforts across internal teams and external vendors.
  3. Drive problem-solving efforts by gathering relevant data, engaging subject matter experts, and facilitating discussions to reach consensus on solutions.
  4. Conduct thorough root cause analysis investigations to identify underlying causes of IT incidents and problems.
  5. Lead problem management meetings as needed and facilitate cross-functional collaboration to identify, analyze, and resolve IT problems.
  6. Use analytical tools and techniques to identify trends, patterns, and systemic issues affecting IT service reliability and performance.
  7. Collaborate with relevant stakeholders to develop and implement corrective and preventive actions to address incident root causes and minimize recurrence.
  8. Generate regular reports on incident and problem management metrics, trends, and key performance indicators (KPIs) for management review.

Requirements

  1. Bachelor's degree in computer science or equivalent experience.
  2. 10+ years of IT infrastructure management experience.
  3. Experience leading IT personnel and external service providers.
  4. Knowledgeable hardware and software solutions.
  5. Availability for off-hour calls and systems work.
  6. Experience working with infrastructure operations in manufacturing environments.
  7. Ability to initiate and develop creative solutions that are cost-effective and supportable.
  8. Demonstrate leadership competencies such as: effective planning, motivating, and developing staff and building effective teams.


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