A global manufacturing company is looking for an experienced Incident Manager to join our team at our facility located in Hermosillo Mexico, supporting multiple locations.
We offer all the benefits of a top employer committed to further development, intercultural exchange and innovation.
We are looking for people who bring commitment and a sense of team spirit to every challenge they take on.Responsible for overall coordination of incidents according to the incident management process, in particular whenever there are major incidents.- Ensuring post-review of priority 1 incidents- Chairing the incident and problem review meetings- Following defined escalation path when needed, as defined in the escalation policy- Notifying the participants in the Incident Management process when standards and procedures are not being followed- Rerouting misdirected incidents that have not been handled in a timely manner- Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion- Identifying incidents which need special attention or escalation- Managing major incidents- Producing management information- Managing the work of incident support staff (first- and second line)- Ensure completeness and integrity of information collected to conduct Incident analysis- Assists auditing of the incident management process for compliance with documented procedures Represents project stakeholders throughout planning, development, and release processesIT Operations Expert - Incident ManagerMX-SON-Hermosillo SSH - HER00007SQualifications:- Bachelor's degree of Information System Management or related- 4 years + of prior Incident Management experience, IT support and service delivery- Prior experience working with SLA's.
Strong skills in the use of Service Management tools- Proficient analysis skill and capability to identify downstream implications- Knowledge of ITIL framework required.
ITIL V3 certification preferred- Excellent communication skills in English (Both written and verbal)