INCIDENT MANAGER
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Punto único de control operativo del servicio. Es la aduana por la que entra todo caso, y el responsable de que ninguno se pierda, se clasifique mal o venza su compromiso sin que alguien lo advierta.
RESPONSABILIDADES- Admitir y tipificar los casos que canaliza la mesa de ayuda y los que abre el monitoreo, verificando el requisito de admisión.
- Determinar severidad y prioridad conforme al criterio acordado.
- Vigilar los relojes de servicio de todos los casos abiertos y anticipar los que se aproximan a incumplir.
- Coordinar a los equipos técnicos y a los proveedores involucrados en un caso.
- Escalar con evidencia y mantener la propiedad del caso hasta su cierre.
- Asegurar el expediente completo: reporte, clasificación, evidencia, cronología y cierre.
- Ser el canal de comunicación con el banco durante la atención.
- No corrige código ni configuración.
- No define la política ni el proceso de gestión de incidentes.
- Jira con flujo de servicio: JQL, colas, acuerdos de nivel de servicio, automatizaciones y reportes.
- Gestión de incidentes conforme a ITIL 4: clasificación, severidad, prioridad y escalamiento.
- Lectura de tableros de Grafana para dimensionar el impacto de un incidente.
- OpenAPI 3.1 para ubicar el servicio afectado a partir del contrato.
- Nociones de trazas distribuidas para estimar alcance.
- Conocimiento del mapa de microservicios y sus dependencias con sistemas destino.
- Experiencia previa en servicios financieros regulados.
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