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Operational Efficiency Analyst

hace 1 semana

Bogotá, Bogotá D.E., Colombia Teleperformance A tiempo completo

About the Job:

This Business Continuity and Resolution Expert will play a vital role in ensuring the continuity of business operations. The ideal candidate will have experience in IT service management, strong analytical skills, and excellent communication and collaboration skills.

Key Responsibilities:

  • Participate in incident and problem management processes
  • Provide immediate response to potential business disruptions
  • Conduct root cause analysis post-recovery
  • Support technical teams in resolving outages
  • Develop and implement action plans
  • Monitor KPIs for the area and follow up on trends
  • Collaborate with the Problem Director on daily operational tasks
  • Develop and implement workaround solutions
  • Participate in Change Control Meetings and enforce policy and processes

Education and Experience:

  • Bachelor's degree in Computer Science, Technology, Engineering, or related fields
  • 5-7 years of experience in IT service management areas (incident, request, change management)
  • 2 years of experience in Problem Management function or equivalent (desirable)