Incident Manager

hace 16 horas

Toluca, México HSBC A tiempo completo

**Incident Manager**

**Role Purpose. **The role holder will lead service recovery of incidents of any threat level, facilitating senior, technical and business calls with key teams and stakeholders. Restore normal service as quickly as possible and minimise the adverse impact to the business. Recover IT systems and services in accordance with business/IT service level agreements in conjunction with technical support teams and in line with global incident management processes. Build and maintain effective working relationships with IT colleagues and business partners

**Main activities**:

- Handle major incidents across the company, as main objective incidents must be resolved as soon as possible, and minimize business disruption.
- Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis through global tool X-matters.
- Execute local process aligned to the Global procedures
- Mobilize and facilitate the recovery of the service from incidents of any level of threat, communication to the technical and business services.
- Develop and maintain efficient working relationships with Technology colleagues and business partners.
- Leading large senior management conference calls to advise of major incidents occurring in the production environment Management Escalation Calls.

Requirements

**Requirements**:
**Knowledge**
- Investigation and fact-finding methods
- Compile, organize, analyse, and interpret data and information into report formats
- Excellent customer service skills with the demonstrated ability to respond to questions and requests in a helpful, empathetic, and professional way

**Experience**
- Experience working in Financial or Technology Institutions support following procedures, gathering metrics, and monitoring for both automated and manual notifications

**Capabilities**
- Ability and willingness to work in a shift (both day and night) environment providing 24x7x365 support.
- Demonstrated capacity to solve complex problems, meet tight deadlines, and meet mission-critical Service Level Agreements
- Ability to effectively communicate to both technical staff and executives

**Qualifications and Accreditations**
- Bachelor Degree: Engineering, Systems or related
- Strong English speaking and writing (100%)
- Formal certification in a Service Management framework (e.g. ITIL V3 Certified foundation level or similar)
- **English language proficiency - Advanced level (MUST)**

HSBC is committed to building a culture where all employees are valued, respected and where their opinions count. We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference. At HSBC we are oriented towards guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights.

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