Our client represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our client is a USD 4.0 billion company with 107,100+ professionals across 90 countries, helping over 800 global customers including Fortune 500 companies.
Its innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to its stakeholders. Our client is also amongst the Fab 50 companies in Asia as per the Forbes 2014 List.
Our client is part of the USD 16.9 billion Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, after-market and vacation ownership.
We are currently searching for an Incident Management Agent
Responsibilities
- Impact and urgency evaluation during an event to calculate the severity of major incidents.
- Perform the necessary management for timely delivery of required documentation.
- Accelerate the restoration of service levels during incidents, minimizing the impact on the business.
- Document the progress of incident resolution to notify the organization and its post-mortem analysis.
- Ensure compliance with the incident management process.
- Build summaries at the executive level as part of the evaluation and resolution of critical incidents.
- Identify and scale potential risks, developing and implementing the respective mitigation plans.
- Act with a sense of urgency during the management for the speedy recovery of impacted services.
- Coordinate with command and control the Major Incident conferences providing constant verbal and written updates during the follow-up.
- Documentation and Quality Control of incidents and their follow-up through the ServiceNow case management suite
Requirements
- 2 or more years of experience in project management and / or IT programs related to Infrastructure Services and Delivery of IT Services with medium or higher complexity.
- 2 or more years of experience in critical IT incident management
- Mastery of the IT Service Management (ITIL) disciplines: incident management, problems, changes, service levels, capacity, service catalog, service desk, events, operations, support, among others.
- General knowledge of the IT infrastructure environment that includes: telecommunications, networks, Firewalls, Storage, Cloud, Data Centers, servers, applications, among others.
- Desirable experience and knowledge of the banking sector and its products.
- Desirable handling and consultation of INC, CHG and PRB tickets in the ServiceNow tool
- University studies in Computer Science or discipline related to Information Technology.
- Fluent management of the Spanish / English language is required: written and verbal, both at an advanced level.
- Management of office tools in the Microsoft Office suite: Word, Excel, PowerPoint, Visio, Project.
- Knowledge in ITIL Foundations of preference.
Language:
- English advance
- Spanish Native
If you meet these qualifications and are pursuing new challenges that focus on delivering innovative solutions that increase business value, we’d like to talk with you today. Come be a part of the action at Sequoia Connect.