.Job DescriptionThis role is positioned within the IT Service Management team in LATAM and is based in Mexico.
The primary responsibility is for Major Incident support within the LATAM Zones with the ability to assist other zones as needed.
The purpose of this position is to co-ordinate and deliver IT Services and ensure that they are stable and optimized to drive positive customer experiences and satisfaction.
This role's primary accountability is to ensure that any critical IT issues affecting the Zone and/or Globe are managed efficiently, resulting in minimal business disruption.Critical Incident ManagementLead, drive, facilitate, and chair all investigation activities, meetings, and conference calls to support Major Incidents.Orchestrate appropriate teams and strategic partners to participate and resolve all severity 1 and 2 issues and their underlying causes 24x7x365.Drive the escalation process for live service to rapidly resolve critical IT issues and ensure effective communication with IT stakeholders and the business to keep them informed of resolution progress.Ensure all documentation and reports are maintained and up to date to support the Major Incident process, including escalation contact information, Send Word Now tool, processes, procedures, and knowledge documents.Manage Major Incident reporting and documentation to support MBO targets and Audit investigations.Evoke and drive Root Cause analysis process for all severity 1 and eligible severity 2 incidents, working with IT towers and strategic partners to return documentation on time and complete corrective and preventative actions within due dates.Escalation PointAct as single point of contact for IT service and support.Manage IT stakeholders' expectations and requirements for delivery of IT services.Act as an escalation point for business users and IT stakeholders for IT service issues.ITSM Process ExecutionExecute the incident, major incident, request, and problem management processes for regional incidents.
Ensure IT provides effective service to regional and local business stakeholders for call logging, event management, incident management, request fulfillment, problem management, and access management, and liaises with IT Operations to deliver effective service asset and configuration management.Ensure Service Desk provides effective service to regional and local business stakeholders for call logging, event management, incident management, request fulfillment, problem management, and access management, and liaises with Technology Operations to deliver effective service asset and configuration management.Process MonitoringEnsure Service Level Agreements (SLAs) are delivered in adherence to IT standards and contractual agreements.Work with End-to-End team to ensure process adherence and prevent ticket bouncing and aging