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    IT Manager - Guadalajara, México - Baxter

    Baxter
    Baxter Guadalajara, México

    hace 2 semanas

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    De jornada completa
    Descripción

    Vantive: A New Company Built On Our Legacy

    Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

    At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us are driven to help improve patients' lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

    *Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

    Your role at Baxter

    As the Manager of Incident and Problem Management, you will be responsible for leading a team as the main contact for all major incidents, coordinating resolution efforts across internal and external teams as necessary with a goal of restoring service as quickly as possible while minimizing business impact. This pivotal role involves providing direct management to a team of specialists, encompassing mentoring, performance management, and staffing. Your contributions will be integral in ensuring the seamless operation of the company's mission-critical applications and systems.

    What you'll be doing

  • Lead a team in developing, implementing, and maintaining robust incident and problem management processes aligned with ITIL best practices.
  • Ensure strict adherence to incident and problem management policies, procedures, and standards across all IT teams and regions.
  • Continuously evaluate and enhance incident and problem management processes to optimize efficiency and effectiveness.
  • Lead a team in acting as the primary point of contact for escalated IT incidents, coordinating resolution efforts across internal teams and external vendors, as necessary.
  • Drive problem-solving efforts by gathering relevant data, engaging subject matter experts, and facilitating discussions to reach consensus on solutions.
  • Conduct thorough root cause analysis investigations to identify underlying causes of IT incidents and problems.
  • Lead problem management meetings as needed and facilitate cross-functional collaboration to identify, analyze, and resolve IT problems.
  • Use analytical tools and techniques to identify trends, patterns, and systemic issues affecting IT service reliability and performance.
  • Collaborate with relevant stakeholders to develop and implement corrective and preventive actions to address incident root causes and minimize recurrence.
  • Generate regular reports on incident and problem management metrics, trends, and key performance indicators (KPIs) for management review.
  • Provide insights and recommendations based on data analysis to drive initiative-taking incident management strategies and continuous improvement initiatives.
  • Build and maintain strong relationships with key stakeholders, including IT teams, business units, vendors, and executive leadership.
  • Collaborate with senior leadership to develop the structure, resources, and processes necessary to lead the organization's current activities and future growth.
  • Leads direct reports, conducts reviews, and sets specific goals and objectives based on overall competencies.
  • Establish regular departmental meetings to promote communication and adequate information flow.
  • Stay abreast of industry trends and technologies to make informed recommendations for process improvement.
  • Perform other duties as requested.

    • What you'll bring

  • Bachelor's degree in computer science or equivalent experience.
  • 10+ years of IT infrastructure management experience.
  • Experience leading IT personnel and external service providers.
  • Knowledgeable hardware and software solutions
  • Availability for off-hour calls and systems work.
  • Experience working with infrastructure operations in manufacturing environments.
  • Must have the ability to initiate and develop creative solutions that are cost effective and supportable.
  • Demonstrate leadership competencies such as: effective planning, motivating, and developing staff and building effective teams.

    • #LI-AM1

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