Incident and Problem Management Expert

hace 3 semanas


Bogotá, Bogotá D.E., Colombia Sequoia Connect A tiempo completo

We are currently seeking a highly skilled Incident and Problem Management Expert to join our team at Sequoia Connect. As a key member of our IT operations, you will be responsible for leading the resolution of major incidents and performing root cause analysis to identify opportunities for process and system improvements.

About Sequoia Connect

Our company is an American business with over 50 years of experience, dedicated to providing autonomy to various industries through integrated and customized solutions. With more than 10,000 partners and 8,000 employees in 100 countries, we offer better visibility and intelligence to help make critical decisions for the business. Our team is passionate about delivering exceptional service and driving innovation in the industry.

About the Role

This exciting opportunity demands strong analytical and problem-solving skills, as well as excellent communication and interpersonal abilities. As an Incident and Problem Management Expert, you will play a crucial role in ensuring swift resolution of major incidents and identifying trends and recurring issues to recommend proactive measures to prevent future occurrences.

Key Responsibilities
  • Lead the resolution of major incidents by coordinating with relevant teams to restore normal service operation as quickly as possible.
  • Act as the main point of contact during major incidents, ensuring effective communication with stakeholders and providing regular updates.
  • Ensure that all major incidents are logged, tracked, and managed according to the incident management process.
  • Take ownership of major incidents and coordinate the response efforts to ensure swift resolution.
  • Develop and maintain incident management metrics and dashboards to monitor performance and identify areas for improvement.
  • Conduct post-incident reviews and root cause analysis to identify opportunities for process and system improvements.
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.
  • Working knowledge of the Software Development Lifecycle (SDLC) and experience with Data Analysis and reporting.
  • Strong analytical and problem-solving skills, as well as excellent communication and interpersonal abilities.
  • Proficiency in ITIL or similar IT service management frameworks and experience with IT service management tools (e.g., ServiceNow).
Benefits
  • $120,000 - $150,000 per year salary, based on experience.
  • Fully remote work environment with US EST hours.
  • Opportunities for career growth and professional development.
  • Award-winning employer with a passion for innovation and customer satisfaction.
Apply Now

If you meet these qualifications and are pursuing new challenges, start your application today to join our team at Sequoia Connect.


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