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Incident Manager IRC212931
| Job: | IRC212931 |
| Location: | Mexico - Mexico City |
| Designation: | Lead Engineer |
| Experience: | 3-5 years |
| Function: | IT Infrastructure |
| Skills: | Data Governance, Incident Management, Problem Resolution |
Description:
Operates and executes incident and problem management, which may also give rise to change
management. These processes are executed within both ITIL and other industry standard processes and
principles. Operationally uses the processes that are sustainable, consistent, and standard in way that
meets service objectives/targets (e.g., SLA metrics). The Incident Manager is both hands-on and is also
involved in the continuous evolution of service operational practices. The Incident Manager will have and
intimate understanding of PaaS Incident Management process, procedures and tasks. The Incident
Manager is also articulate, able to describe challenges to audiences of all levels, able to plan and to exercise
sound judgement when managing client risk.
Requirements:
Executes and promotes critical and other problem management processes across global operations.
Operationalized agreed governance with client (e.g., critical incident process).
Manages vendor’s performance (e.g., incidents, changes, and problems).
Orchestrate planning and deployment of resources to mitigate a specific problem.
Single-Point-of-Escalation for daily operational matters in relation to incident and problem
management.
Strong collaboration with peers
Ensures that hosting partner can provide the minimum agreed service commitments and manages
the escalation to the vendor for items that require immediate action.
Runs the bridge and secure necessary resources in fixing an incident to restore services/availability
in the event of a critical incident.
Manages the communication through regular updates. Prepare the PIR and RCA as the Problem
Manager.
Partners with Operations Delivery Manager, works with hosting providers (vendor management),
collaborates across the organization.
Share information that leads to increased awareness about ITIL, and other change and problem
management processes being used in PaaS. This includes training and presentation to the
organization of plans, challenges, and opportunities. Contributes to both the knowledge base and
the RAID log.
Minimum 3- or 5-years operational account experience with mission-critical services
ITIL certified and/or practical experience with the design, implementation, and use of ITIL or other
relevant problem management processes.
Critical and independent thinker; but is also collaborative and values team engagement
Proactive and takes ownership of assigned areas
Respect and understands the importance of deadlines and client communications.
Respect and understand the essential use of tools, data and process to be able to communicate
with the clients.
Excellent analytical skills
A commitment to fostering a collaborative and open culture.
Effective communication and collaboration within a large, international organization.
Previous experience working in an agile team and an understanding of agile methodologies.
The ability to work in, and be part of a global team.
Have extensive multi cultural awareness and appreciation for multi cultural teams
Have good written and verbal reasoning skills.
Job Responsibilities:
• Become part of a thriving company comprising collaborative, curious, courageous, and capable
employees
• Explore a multitude of exciting learning and development opportunities, supported by our unique
learning guild
• Engage with highly skilled and supportive colleagues, each bringing their diverse backgrounds and
perspectives
• Join a company that not only values but actively advocates for Diversity, Equity, and Inclusion,
fostering a truly inclusive and empowering environment.
What We Offer
Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.
Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally
Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.