Hace 2 sem
Incident/Problem Manager
Si el reclutador te contacta podrás conocer el sueldo
IRON MOUNTAIN MEXICO
Sobre el empleo
Categoría: Tecnologías de la Información - Sistemas
Subcategoría: Soporte técnico
Educación mínima requerida: Universitario titulado
Detalles
Contratación:
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Tiempo completoEspacio de trabajo:
Desde casaDescripción
The Incident and Problem Manager will play a crucial role in our Global IT Service Management Team, ensuring the smooth operation of IT services by swiftly detecting, responding to, and mitigating service-impacting events. This position is ideal for those with a background in infrastructure or application support, ready to transition into ITIL/ITSM roles. You'll leverage data analytics and ITIL principles to prevent incidents and resolve problems efficiently, driving continuous improvement and maintaining high service standards.
KEY RESPONSIBILITIES
- Swiftly detect and respond to service-impacting events.
- Triage incidents and drive effective mitigation strategies.
- Lead major incident meetings and facilitate the service restoration process.
- Conduct technical troubleshooting in infrastructure and application services.
- Analyze data patterns to identify recurring incidents and underlying problems.
- Develop and implement proactive measures to prevent incidents.
- Collaborate with cross-functional teams to ensure timely resolution of issues.
- Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths.
- Drive process improvement initiatives to enhance efficiency and effectiveness.
- Ensure compliance with ITIL principles and best practices.
YOUR QUALIFICATIONS
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ?Strong communication and interpersonal skills, with fluency in English for both spoken and written communication with the ability to manage large conference/bridge calls.
- Two to three years of hands-on support experience in infrastructure and/or application services.
- Three to five years of experience in critical incident and problem management (ITSM/ITIL).
- Desired knowledge of three-tier architectures, microservices, Kubernetes, and network configurations.
- Excellent analytical skills and experience with data analytics, particularly ServiceNow ITSM data.
- Proven track record in leading major incident meetings and driving root cause analysis.
- Experience with ServiceNow, Remedy, or Jira Service Management.
- Flexibility to work within a global shift rota and be on-call as required.
- ITIL certification(s) and advanced ServiceNow data and reporting capabilities are a plus.
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ID: 19111585