Incident Management Engineer - Guadalajara, México - AstraZeneca

AstraZeneca

Empresa verificada

Guadalajara, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Accountabilities:

The Service Operations Associate will be supporting daily service in the Command Centre areas, including:

Service
Operations: From shift handover support the Service Operations local Team with the daily activities for the Command Centre Service including supporting further analysis of priority issues with end-to-end thinking and monitoring of all updates per incident and managing daily tasks. Ensuring all incoming priority incidents from Service Desks are being actively worked upon enabling speedier resolution. Check that all relevant knowledge and updates are included in ticket during the handover to ensure the resolution continues at pace.

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Major Incident: during such an event provide any support required for the smooth operation until service returns to normal.
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Communications: ensure that updates about outgoing communications have been captured/recorded in the relevant incident tickets and readily available as needed for daily 'pulse' calls or any escalations for information.
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Service
Management: Adhere to the ITSM processes of Incident, Major Incident and Event management at all times and foster that culture in others across the teams. Awareness of Problem Management and checks/balances that all incident that require Problem Management are followed-on appropriately.
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Technologies: Participate in the use of daily monitoring and alerting information supporting proactive approach to issues.
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Continuous
Service
Improvement: supporting the Command Centre Team Leads to identify any areas within the day-to-day running of the Command Centre for improvements or automation of administrative tasks. Highlight any lack of information in knowledge articles or CMDB inaccuracies to ensure any gaps are closed.

Function / Team / Location / Stakeholders

The IT Service Operations Associate will be a member of a Command Centre Regional Team and reports to the Service Operations Manager.
The Command Centre service is 24x7x365 in a shift pattern to 'followthesun' of a given business day and may require some unsociable hours of work during critical issue management and handovers.
The key stakeholders for this role are:
Regional MIM & Monitoring Leads
ETS Operations Teams
Global Service/Application Owners
Remote Channel Service Leads e.g. Service Desks
Site IT Technical Teams

Essential Skills & Experience required:

Fluent in English written and spoken.
23 years' experience of working in a responsive IT Service support organisation.
ITIL Foundation level knowledge, particularly Incident & Problem Management
Customer focused and able to support global teams.
Strong team working skills and information sharing skills.
Attention to detail, thoroughness and endtoend thinking for ticket management and information.
Experience in supporting issue management.
Experience of using Command Centre technology solutions, including ServiceNow or similar ITSM Toolset.