Incident Management Professional

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Endava Limited A tiempo completo

At Endava Limited, we're harnessing technology to drive meaningful change. Our team combines world-class engineering with a people-centric mindset to consult and partner with leading brands.

Service Delivery is a critical area of our business, ensuring the delivery of our services to clients and from clients to their customers. We define and shape the best processes and tools for clients to maintain and increase product value and manage relationships between clients and our operational services teams.

As an Incident Manager, you'll oversee the resolution of IT incidents, ensuring minimal disruption to business operations. This involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.

Key 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.
  • Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis.
  • Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
  • Acts as bridge between the client and internal operation managers.

Qualifications:

  • 4+ years of experience
  • Experience working in 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.

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