Incident & Problem Management II

Team DescriptionThe Incident/Problem Manager is responsible for the command and control of significant incidents, ensuring that restoration of service is achieved as quickly as possible. In addition Incident managers join customer bridges to provide updates and act as liaison between the customer and the internal incident bridge, while communicating to both internal and external stakeholders.Role And ResponsibilitiesTracking of activities to resolve business impactFacilitation of and participation in incident bridges to ensure effective incident handling and resolutionParticipation in customer bridgesCoordination with SRE, Care, Dev, etc to determine business impact and mitigation actions.Maintenance of incident tickets to ensure data qualityConduct follow ups in conjunction with SRE teams to determine root cause, mitigation, monitoring capabilities, etcExecution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.Metrics and Reporting Hand off to, and participate in, the Post­ Mortem review processEffectively interface with the Change and Problem Management Teams.Conduct proactive incident management, ad hoc Incident Management assignments, and other IT Service Management tasks as required to maintain operational stabilityQualifications And Education RequirementsAdvanced level of English both verbal and writtenIncident management experience is highly valuedProven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolutionExcellent written and verbal communication skills, especially the ability to communicate on infrastructure, security, and risk­related concepts to technical and non­technical audiencesAbility to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organizationStrong organizational skills –the ability to handle multiple tasks simultaneouslyITIL Foundations certification preferred BenefitsWork in modern Zonamerica campus alongside all the amenities it has to offer!Annual Performance bonus plansDevelopment opportunities in country or globallyWe offer a competitive private health insurance for employees and eligible children Extra Paid Time Off (5 extra days each year) 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) Daily meal allowanceEnd of Year Break Life Insurance Corporate Social Responsibility opportunitiesRecognition and acknowledgement programsFun employee engagement and development events