Incident Manager
Heredia, CR
hace 3 horas
source : DirectEmployers Association
  • Responsibilities : *
  • Coordinate, facilitate and manage end to end incident management process activities.
  • Primary commander during Incident management by providing accurate, concise information and where needed handling conversations with customer and other stakeholders (including senior management)
  • Ensure all major Incidents have accurate problem descriptions, business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident life-cycle.
  • Act as an escalation point to ensure timely resolution of incidents within expectations and SLA
  • Decisive on forward action plan during critical or emergency
  • Create executive summaries post incident restoral for the intended stakeholders (mainly senior management and customers)
  • Produce weekly, monthly and ad-hoc reports where required
  • Attend monthly service reviews for incident reviews with problem manager, operations manager, and all other relevant stakeholders
  • Point of contact to work closely with problem manager on driving proactive problem managements
  • Assisting incident management process owner on driving best practices, process standardizations and improvements
  • Assisting incident management process owner ensuring process is governed and regularly reviewed and update as required to comply and integrate with support best practice and guidelines.
  • Assisting service delivery manager to develop SLA's and OLA's for new onboarding services
  • Communicate with both onshore and offshore teams *Requirements : *
  • 4-6 years of experience in IT Incident Management
  • Bachelor's degree in computer science or a related field
  • Strong understanding of Information Technology around mainframe, distributed systems, network, storage and applications
  • Knowledge of technology SLA's and OLA's, as well as technology governance, risk, and compliance
  • Strong interpersonal skills, including collaboration and analytical thinking with focus around service restoration.
  • Experience in the pro-active problem management, incident reduction process and post incident review process
  • WebEx and Service Now experience
  • Extensive experience with Microsoft Office Word, Excel, and PowerPoint is preferred
  • ITIL Certified with strong experience around Incident, Problem, Change, and configuration management
  • Ability to proactively manage customer expectations.
  • Able to negotiate in difficult situations to reach a successful conclusion
  • Ability to work a US Central night shift hours
  • Proven previous job stability, including maintaining long-term work relationships with former employers
  • Must be able to clear the company's pre-employment screening Job : Information Technology & Systems* Organization : Global Infrastructure Services* Title : *Incident Manager* Location : *Costa Rica-Heredia-Heredia* Requisition ID : *197227*
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