Critical Incident and Problem Manager
hace 2 semanas
About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.About the JobAs Critical Incident and Problem Manager, You Will- Drive all major incidents to resolution as quickly as possible.- Provide coordination across all support teams to ensure the timely resolution of incidents.- Provide timely, regular, and comprehensive updates to key stakeholders.- Review incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process.- Participate in regular incident meetings to review open incidents and drive timely closure.- Perform post-incident review for major incidents to capture lessons learned and ensure closure of improvement plans.- Create an incident report for key stakeholders containing an executive summary and the incident timeline.- Track and report all critical incident management-related KPIs.- Run root cause analysis meetings to identify issues, lessons learnt, and preventive actions.- Work with various support teams to drive problem tickets to closure.- Track follow-up actions, ensuring timely closure of problem tickets.- Perform analysis to identify and register problem tickets.- Gatekeeper of all known errors.- Track and report all problem management-related KPIs.As a Critical Incident and Problem Manager, You Need- Bachelor’s degree in Business, Computer Science, or related discipline required or equivalent work experience.- 5 to 7 years managing complex IT initiatives in a global enterprise environment.- Experience in technical incident and problem management in a highly dynamic global organization.- A good understanding of business processing operations (BPO) is a plus.- Strong communication skills and able to articulate complex matters in a concise manner to non-technical audiences.- Good interpersonal skills with the ability to manage different internal teams well.- Self-motivated and able to work independently.- ITIL certification is required.
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Incident Manager
hace 3 semanas
Guadalajara, México Backbase A tiempo completo**The Job in Short**We are seeking a dedicated and proactive Incident and Problem Manager to join our managed services team. This role is crucial for managing incidents and problems within the designated timezone, ensuring mínimal disruption to our services, and driving continuous improvement initiatives.**Meet the Job**Incident Management:- Manage...
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Major Incident Manager
hace 2 semanas
Guadalajara, México Finastra USA Corporation A tiempo completo**Responsibilities**: As a Major Incident Manager, you will be in a highly visible role contributing to Finastra’s daily operations in a global 24/7/365 environment. This role is key to drive speedy resolution of major incidents by actively facilitating and co-ordinating across multiple technical teams, a level head, and a broad technical understanding is...
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Major Incident Manager
hace 4 semanas
Guadalajara, México AstraZeneca A tiempo completo**Positions are open to Mexican Citizens and official residents of Mexico.****Location: Guadalajara (hybrid)****Strong English interpersonal skills required**:**About the AstraZeneca****AstraZeneca is a global, science-led, patient-focused pharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines for...
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Incident Project Manager
hace 2 semanas
Guadalajara, México amdocs A tiempo completo**Job ID**: **Required Travel**: Minimal**Managerial - No****Location**:Mexico-Guadalajara (AM)**Who are we?**:**In one sentence**:Leads and directs teams to deliver a unique, high quality product, service or product support result within a defined schedule, budget, quality and scope.**What will your job look like?***:**Leadership and oversight**:You will...
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Major Incident Manager
hace 3 semanas
Guadalajara, México Oracle A tiempo completoMajor Incident Manager- WR**Applicants are required to read, write, and speak the following languages**: English, Spanish**Preferred Qualifications****Join us as Major Incident Manager!**The Major Incident Management (MIM) team seeks to be the premier provider of incident detection, prevention, and response for Oracle’s critical services by avoiding...
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Problem Manager
hace 6 días
Guadalajara, México Finastra A tiempo completo**Who are we?**: **About the role**: Reporting to the Director of Service Delivery, the Problem Manager is accountable for managing the lifecycle of all problems, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure a world class customer experience. As a member of the Service Delivery team, the...
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Incident Problem Management(Servicenow,l1/ L2)
hace 6 días
Guadalajara, México NTT DATA A tiempo completo**Req ID**: 296431 We are currently seeking a Incident Problem Management(ServiceNow,L1/ L2) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX). The individual will provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room. The individual will provide live phone support during...
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Incident Problem Management(Servicenow,l1/ L2)
hace 6 días
Guadalajara, México NTT DATA A tiempo completo**Req ID**: 296430 We are currently seeking a Incident Problem Management(ServiceNow,L1/ L2) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX). The individual will provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room. The individual will provide live phone support during...
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Incident Problem Management(Servicenow,l1/ L2)
hace 3 días
Guadalajara, México NTT DATA A tiempo completoWe are currently seeking a Incident Problem Management(ServiceNow,L1/ L2) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).The individual will provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room.The individual will provide live phone support during daytime/evening/weekend...
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Incident Manager
hace 7 días
Guadalajara, México Wipro Limited A tiempo completoOverview: **_ Incident Manager_** The role of Incident Manager is to ensure the goals of the Incident Management process are achieved. The main objective is to restore normal service as soon as possible. Normal service should based on customer perspective and should be explicitly be defined in a SLA. - RESPONSIBILITIES_ - Drive the efficiency and...
