**Join a team recognized for leadership, innovation and diversity**:
**Key Responsibilities**
- Partner with Incident Response Manager to contribute to team priorities across assigned shift, including:
- Ensure Incident stakeholder communications maintain a timely cadence with utmost clarity
- Facilitate coordination of technical resources engaged for service restoration
- Correlate alerts to outages and critical service availability
- Validate/review Incident severity & impact
- Hold technical teams accountable for progress and communication
- IT Operations awareness, including familiarity with Change Management and activities in the operational environment
- Understand and capture emergency change test and backup plans
- Ensure consistency in data capture per procedures and ServiceNow capabilities
- Grow technical knowledge of core services and scaled restoration techniques
- Contribute to Continuous Service Improvement (CSI), including SLA and KPI outcomes.
- Ensure timely incident analysis and problem investigations.
- Ability to work in 24x7 IT operations shift schedule.
**YOU MUST HAVE**:
- Bachelor's degree in IT or related Engineering discipline, or equivalent work experience in IT Operations.
- 5+ years of IT critical/major Incident Management exceptional experience with technical competency with technical bridge facilitation skills.
- 1+ years of ServiceNow experience with reporting capabilities in Incident Management.
- Multitasking ability to lead troubleshooting in ambiguous situations with high pressure, fast paced environment with vendor, leaders and SMEs.
- Data analytical skills to use data to drive improvements (Microsoft suite)
- Excellent oral and written English communication skills communicating across all levels of an organization amidst service restoration
**WE VALUE**:
- Demonstrated excellence of IT troubleshooting approaches for timely IT service restoration.
- Strong understanding and demonstrated knowledge of ServiceNow ITSM capabilities.
- ITIL V4 certified
- Exceptional time management skills.
exceptional project management / project leadership proven behaviors.
- Experience delivering IT service restoration in a 24x7 operation.
- Programming or automation experience
- Experience with supporting mission critical IT operations is a must.
- Demonstrated ability to work under pressure with exceptional time management skills
- Strong knowledge of IT business processes and practices.
- Skilled in partnering with IT stakeholder service owners to define issues, identify solutions, and facilitate timely change for service restoration.
- Strong interpersonal skills - effective listening and teaming.
- Self-motivated, demonstrated bias for action.
**Additional Information**:
- ** JOB ID**:HRD194367
- ** Category**:Information Technology
- ** Location**:Av.
Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
- Exempt