Incident Resolution Specialist

hace 3 semanas

Cali, Valle del Cauca, Colombia Endava Limited A tiempo completo

At Endava Limited, we empower our people to drive meaningful change through technology.

Our Service Delivery team ensures the seamless delivery of our services to clients and their customers. They define and shape the best processes and tools for the client to maintain and increase a product's value and manage the relationship between the client and our operational services teams.

This role involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents. The Incident Manager oversees the resolution of IT incidents, ensuring minimal disruption to business operations.

Responsibilities:

  • Receive, log, and classify IT incidents.
  • Coordinate incident response teams, assigning tasks and monitoring progress.
  • Conduct root cause analysis to identify underlying issues.
  • Implement corrective actions to prevent recurrence.
  • Update stakeholders on incident status and resolution.
  • Identify recurring incidents and develop preventive measures.
  • Work with relevant teams to implement changes to improve system stability.

Knowledge Base Management:

  • Maintain a comprehensive knowledge base of known issues and solutions.
  • Share knowledge with team members to improve response times.

Reporting:

  • Generate incident reports and metrics.
  • Analyze data to identify trends and areas for improvement.
  • Work closely with the client around business continuity; participate in the planning and implementation of methods for risk management and impact analysis.
  • Participate in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
  • Act as a bridge between the client and internal operation managers.
Qualifications
  • 4+ years of experience.
  • Experience working in the delivery of similar ITIL aligned services to SLAs.
  • Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
  • Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
  • Highly efficient and well-organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
  • Excellent written and spoken English.
  • Able to write clear and articulate reports.
  • Diplomatic and able to remain calm under pressure.
  • Strong understanding of IT infrastructure and operations.
  • Experience with incident management tools and methodologies (e.g., ITIL).
  • Problem-solving and analytical skills.
  • Knowledge of scripting languages (e.g., Python, Bash) is a plus.

Discover some of the global benefits that empower our people to become the best version of themselves:

  • Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus.
  • Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programs for management and technical leadership.
  • Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences.
  • Work-Life Balance: Hybrid work and flexible working hours, employee assistance program.
  • Health: Global internal wellbeing program, access to wellbeing apps.
  • Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programs, events and celebrations.

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