Associate Emergency Incident Management Analyst
Heredia, Heredia, Costa Rica
hace 3 días

Basic Job Description

This is a great entry role where you can learn and grow. You must have strong English communication skills - in speaking and writing.

You will be responding to emergency incidents as quickly as possible by assigning it to technical support groups for restoration of service and thereby minimize the impact on business operations and ensuring best possible level of service quality and availability.

Basic knowledge of ITIL is required as you will adhere to Emergency Incident Management processes and its activities and participates in process improvement and training / guidance within ITS Organizations.


  • Manage emergency incidents end to end by ensuring all required parties are engaged accurately on time
  • Ensure communication is done accordingly on timely manner to keep business users and other interested parties well informed on the progress of emergency situation
  • Negotiates with users, support teams, and vendors in respect of emergencies priority when required
  • Daily contact with the client entities and other stakeholders in respect of emergency incident resolution
  • Prioritize user requests considering the business impact and ensure agreed Service Levels are met
  • Follow procedures immediately for escalation and urgent matters
  • Initiate conference calls with Internal / External resolver and customer during Major Incidents
  • Ensure all work is carried out and documented in accordance with required standards, method and procedures
  • Have daily contact with business users and other management level in respect of emergency incident resolution
  • Close collaboration with Service Desk and backline teams to expedite emergency resolution
  • Regular contact with Senior Incident Analysts & Incident Manager within coaching sessions, training and personal development planning
  • Degree in Computer Science, Information Systems or equivalent experience
  • Preferably - ITIL Foundation V3 certified
  • Experience in Service Desk / Call Centre environment is an advantage
  • Excellent communication skills
  • Good command of English, both spoken and written
  • Strong customer focus
  • Able to build good relationship with key interfaces; internal support teams, third party vendors, and business process specialist.
  • Proficient knowledge of MS Office Applications (Excel, PowerPoint)
  • Minimum 2 years of experience in IT within a global, cross-cultural environment
  • Multitasking, Team spirit, Analytical thinking
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