IT Operations Expert
hace 6 días
A global manufacturing company is looking for an experienced Incident Manager to join our team at our facility located in Hermosillo Mexico, supporting multiple locations. We offer all the benefits of a top employer committed to further development, intercultural exchange and innovation. We are looking for people who bring commitment and a sense of team spirit to every challenge they take on.
Responsible for overall coordination of incidents according to the incident management process, in particular whenever there are major incidents.
- Ensuring post-review of priority 1 incidents
- Chairing the incident and problem review meetings
- Following defined escalation path when needed, as defined in the escalation policy
- Notifying the participants in the Incident Management process when standards and procedures are not being followed
- Rerouting misdirected incidents that have not been handled in a timely manner
- Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
- Identifying incidents which need special attention or escalation
- Managing major incidents
- Producing management information
- Managing the work of incident support staff (first
- and second line)
- Ensure completeness and integrity of information collected to conduct Incident analysis
- Assists auditing of the incident management process for compliance with documented procedures Represents project stakeholders throughout planning, development, and release processes
IT Operations Expert - Incident Manager
MX-SON-Hermosillo SSH - HER00007S
Qualifications:
- Bachelor’s degree of Information System Management or related
- 4 years + of prior Incident Management experience, IT support and service delivery
- Prior experience working with SLA’s. Strong skills in the use of Service Management tools
- Proficient analysis skill and capability to identify downstream implications
- Knowledge of ITIL framework required. ITIL V3 certification preferred
- Excellent communication skills in English (Both written and verbal)
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