Major Incident

hace 1 semana

Bogotá, Colombia INGEPSY A tiempo completo

Our client is an American company with more than 50 years of experience, dedicated to providing autonomy to the first line of retail / e-commerce, manufacturing, transportation and logistics, healthcare, the public sector, and other industries to achieve a competitive advantage.

Our client has more than 10,000 partners and 8,000 employees in 100 countries, offering better visibility through integrated and customized solutions for each industry, which allow connecting people, assets, and data with intelligence that help make critical decisions for the business.

We are currently searching for a strong Major Incident & Problem Management Consultant:

This role demands the right candidate who has experience in driving MIMs, RCAs and proactive learnings. Avoid MIM recurrence and also help mitigate recurring standard INCs and proactively identify and address any risks in the environments with a potential to cause outages / degradations.

Major Incident Management:
  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.
  13. Develop and deliver training and awareness programs related to incident management best practices.
Problem Management:
  1. Conduct thorough root cause analysis (RCA) for major incidents and recurring problems.
  2. Develop and implement action plans to address the root causes and prevent recurrence.
  3. Maintain a problem management database and ensure accurate documentation of problems and known errors.
  4. As a Problem Manager, you will play a crucial role in the entire problem process and coordinate crisis from the moment a fault has been detected until it has been worked around or resolved.
  5. Communicate the details of Problem incidents status to appropriate parties.
  6. Transition of Major Incident information into the Problem Management process and closing them in the stipulated time window.
  7. Draft and publish various Knowledge Solutions.
Continuous Improvement:
  1. Identify trends and patterns in incident and problem data to suggest improvements to processes and systems.
  2. Work with IT teams to implement improvements and monitor their effectiveness.
  3. Conduct post-incident reviews and drive lessons-learned activities.
Communication and Reporting:
  1. Prepare and distribute regular reports on major incidents and problem management activities to senior management.
  2. Facilitate communication between IT teams and other departments during major incidents.
  3. Develop and deliver training and awareness programs related to incident and problem management.
Experience and Educational Requirements:
  1. At least 5-10 years of experience.
  2. Fluent in written and spoken English.
  3. Experience in IT service management, with a focus on incident and problem management.
  4. Proven track record of managing major incidents and performing root cause analysis.
  5. Working Knowledge of the Software Development Lifecycle (SDLC) is a plus.
  6. Experience with Data Analysis and reporting.
  7. Strong analytical and problem-solving skills.
  8. Excellent communication and interpersonal skills.
  9. Ability to work under pressure and manage multiple priorities.
  10. Proficiency in ITIL or similar IT service management frameworks.
  11. Experience with IT service management tools (e.g., ServiceNow).
  12. Strong knowledge of Excel.
  13. Strong technical background in IT infrastructure, including network, Linux, and storage, with experience driving MIMs and working with resolver groups to address technical issues.
Languages:
  1. Advanced Oral English.
  2. Native Spanish.
Note:
  1. Fully remote.
  2. US EST hours.

If you meet these qualifications and are pursuing new challenges, start your application to join an award-winning employer.

Keywords: Incident Management, Problem Management, Root Cause Analysis (RCA), ITIL, ServiceNow

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