Incident Manager - Ciudad de México - Tech Mahindra

Tech Mahindra

Empresa verificada

Ciudad de México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

This position is also open to work remotely from anywhere in Mexico

Who is Tech Mahindra?

At Tech Mahindra, we not only provide Agile and DevOps methodologies to our customers, we have adopted the same within the company as well.

Our nimble processes are not mired in red tape, yet robust, flexible and result-oriented. We are Software Engineers, Technical Architects, Cloud and DevOps specialists. But the most important, we are dreamers, creators and challengers. Each day, we strive to make great come alive.

Our lemma:
"work smart and play hard"

Our technology partners are Hashicorp, Cloudbees, Chef, Pagerduty, Docker and SAP.

We're looking for a
Incident Manager to work for an American multinational energy corporation. The second-largest direct descendant of Standard Oil, and active in more than 180 countries.

Responsibilities:

An Incident manager - should be able to lead technically, all major incident for resolution and acts as
the day-to-day interface into the Incidents process and is responsible for ensuring the execution of
the process

Specific responsibilities include:

Should be able to deep dive in technical resolution of repeat incidents.

Work with Technical SME to drive incident agenda to avoid any incident in Application and
Infrastructure domain.

Lead as a point of escalation for daytoday incident issues and escalating the Incident Owner Groups

as required to bring the resolution of the incidents back on schedule

Tracking open incidents and identifying any incident that requires increased focus to meet committed

service levels (e.g., this may include hosting incident meetings as required, one on one mentoring,
escalation, etc.)

Interface with Problem & change management team and participate in Problem Review board or PIR

(post Incident review and help Problem manager to publish the RCA with corrective and preventative
actions (CAPA)

Managing team and collaborating with leadership team

Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are
resolved within agreed TAT.

Check the incident tickets for any deficiencies with respect to the key field updates to ensure the

quality of the incident information, as prescribed in the process and Identifying areas for improvement
using key measurements

Education:

Graduate degree or equivalent qualification in Computer Science, IT, Electronics & telecommunication

Experience Requirements
years of relevant industry experience in which minimum 6 year of experience should be as a
technical incident manager or similar profile in technical delivery environments.
Technical Skills

Understanding of Application in above mentioned domains and dependencies on each
Strong Technical knowledge of Infrastructure (OS, Middleware, Database and Network)
ITIL Intermediate/expert Certification
ISO 2000/BS15000 knowledge or having implemented

Soft Skills