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    Service Reliability Analyst, Global Command Center - Ciudad de México - Thomson Reuters

    Thomson Reuters
    Thomson Reuters Ciudad de México

    hace 3 semanas

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    De jornada completa
    Descripción

    Service Reliability Analyst, Global Command Center
    The Global Command Center (GCC) is a new technology team within the IT Service Management organization responsible for driving technology and business teams to address and prevent customer facing issues in Digital and Commercial suite of applications. The Digital suite of applications consist of major SaaS providers such as, SAP and Salesforce as well as 3rd party applications, integrations, cloud infrastructure, and Thomson Reuters built applications that fall under the Digital product teams.

    About the Role
    In this opportunity as Service Reliability Analyst, Global Command Center , you will:

  • Perform daily service checks, health evaluation of systems' performance and capacity as assigned.
  • Provide diagnostics, troubleshooting, and quick/efficient resolution on all events/incidents
  • Escalate / notify appropriate support staff via established procedures. Document shift activity, facilitate and perform shift turnover.
  • Follow defined process to escalate Incidents to second level team. Must be capable of writing technical reports.
  • Track and coordinate all incidents until resolution and identify probable causes of failures in the Infrastructure & Application related issues.
  • Recommend the possible solution / workaround to address the probable causes of failure.
  • Demonstrate ability to take ownership and manage all support cases via emails/Service Management tools.
  • Work with customer and support teams to ensure client satisfaction
  • Follow the defined Major Incident Management process as appropriate
  • Have the opportunity to interact with internal and global teams of all levels.
  • Initiate, coordinate, and at times lead recovery call for critical incidents
  • Implement improvements to existing processes/procedures, ensuring performance targets are met.

    • About You
    You're a fit for the role of Service Reliability Analyst, Global Command Center if your background includes:

  • 2 to 3 years of supporting IT infrastructure, Application & Cloud Services.
  • 1+ years of mandatory NOC experience in similar environment would be an added advantage.
  • 1+ years of Windows, UNIX or Storage administration skills would be an added advantage.
  • Data Dog - Troubleshooting / Debugging tools
  • Excellent communication skills, verbal and written (Should be able to communicate to global teams and senior management)
  • Strong collaboration skills.
  • Service Now (preferrable) / Jira / Remedy
  • Migration to AWS Cloud

    • What's in it For You?
    Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected

    Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

    Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

    Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

    Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

    Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
    #LI-IL1

    Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

    We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

    Accessibility

    As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

    We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

    More information about Thomson Reuters can be found on .

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