Incident Resolution Specialist

hace 3 días

Bogotá, Bogotá D.E., Colombia INGEPSY A tiempo completo
About INGEPSY

As a pioneering force in retail, e-commerce, manufacturing, transportation, and logistics, healthcare, the public sector, and other industries, INGEPSY has spent over 50 years empowering businesses to achieve a competitive edge. With more than 10,000 partners and 8,000 employees across 100 countries, our integrated and customized solutions provide unparalleled visibility, connecting people, assets, and data with intelligence to inform critical business decisions.

Job Title: Major Incident & Problem Management ConsultantOverview

We seek an experienced and skilled Major Incident & Problem Management Consultant to join our team. This role demands a strong background in driving MIMs, RCAs, and proactive learnings. The successful candidate will have experience avoiding MIM recurrence, mitigating recurring standard INCs, and proactively identifying and addressing risks that could lead to outages or degradations.

Key Responsibilities
  1. Lead the resolution of major incidents by coordinating with relevant teams to restore normal service operation as quickly as possible.
  2. Act as the main point of contact during major incidents, ensuring effective communication with stakeholders and providing regular updates.
  3. Ensure that all major incidents are logged, tracked, and managed according to the incident management process.
  4. Take ownership of major incidents and coordinate the response efforts to ensure swift resolution.
  5. Facilitate bridge calls and war rooms to drive the resolution process for major incidents.
  6. Escalate incidents to appropriate teams and leadership as needed to ensure prompt resolution.
  7. Coordinate with third-party vendors and service providers when their involvement is required.
  8. Ensure all major incidents are documented comprehensively, including details of the incident, resolution steps, and lessons learned.
  9. Develop and maintain incident management metrics and dashboards to monitor performance and identify areas for improvement.
  10. Conduct post-incident reviews and root cause analysis to identify opportunities for process and system improvements.
  11. Identify trends and recurring issues from major incidents and recommend proactive measures to prevent future occurrences.
  12. Collaborate with problem management and other IT teams to implement preventive measures and improve overall incident management processes.
Requirements
  • At least 5-10 years of experience in IT service management, with a focus on incident and problem management.
  • Proven track record of managing major incidents and performing root cause analysis.
  • Fluent in written and spoken English.
  • Working knowledge of the Software Development Lifecycle (SDLC) is a plus.
  • Experience with Data Analysis and reporting.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and manage multiple priorities.
  • Proficiency in ITIL or similar IT service management frameworks.
  • Experience with IT service management tools (e.g., ServiceNow).
  • Strong technical background in IT infrastructure, including network, Linux, and storage, with experience driving MIMs and working with resolver groups to address technical issues.
Salary and Benefits

We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience. In addition to a comprehensive benefits package, we also offer remote work options and US EST hours.

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