Incident Manager
Our company is searching for a meticulous and experienced Incident Manager to join our talented team.
Your main responsibility as Incident Manager (IM) is to act as the single contact point to work with our Customer Service and Support, Development and Operations teams to coordinate problem resolution and provide insights into operational opportunities for a given area or system.
The ideal candidate will have proven experience in problem management, monitoring, and emergency response by leveraging their experience to coordinate the resolution of complex problems associated with running production environments
Responsabilities:
- Monitoring of ticket platform to ensure proper problem solution.
- Analyze incident report trends and metrics to identify improvement opportunities.
- Develop, maintain, and follow up KPIs related to support.
- Create, manage, and utilize appropriate documentation.
- Confirm assertive communication of problems to stakeholders and people involved in incident response.
- Ensure immediate attention of high severity problems.
Requirements
- Bachelor’s degree in Computer Science, Computer Engineering or related field and equivalent practical experience.
- At least 2 years’ experience in Service Management.
- Excellent English communication skills in both written and oral form, with staff members, customers, suppliers, and the management team with the ability to make decisions, act and get results.
- Strong ability to comprehend written communications.
- Team player with good interpersonal skills, motivated and self-learning abilities.
- Critical Thinking, Problem Solving.
- Leadership Capacity, Ownership and Accountability.
- Identify and implement process and operational improvements.
- Highly motivated person, self-starting, with positive attitude, and independent decision making.
- Strong attention to detail.
- Excellent at multi-tasking task prioritization.
- Skilled use of Project management tools.
- Strong internal and external customer orientation.
- Understanding of reactive and proactive problem lifecycle and troubleshooting methodology.
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