Sr Systems Specialist IT - Chihuahua, México - AutoZone
Descripción
SUMMARY
This role will drive resolution to all major incidents and problems within SLA and provide the overall status of these efforts on a regular basis.
Perform an analysis of both IT incidents and problems to proactively prevent the occurrence of further incidents and problems:
- Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every major incident after it is closed.
- Ensuring that all the resolution procedures are updated in the known issues section of our IT support runbook
- Conducting a problem management review meeting with relevant members to identify the triggers for the major incidents, what caused them, and how to prevent such incidents from happening in the future.
- Ensuring that the causes of all major incidents are analyzed, and the root cause is identified (coordinating with all parties to the problem management process)
- Providing periodic reports on the overall status of the Major Incident Management process.
- Conducting the training knowledgesharing sessions for new and existing team members to minimize the risk of impact at all stages
- Developing documentation for consumption by endusers, service desk support agents, and other technical resources
- Coordinating input from multiple crossfunctional teams in realtime and postevent
- Providing strategic direction on the types of problem management and incident management activities that will drive efficiencies across AutoZone's enterprise
- Driving runbook creation and improvements from known issues and those identified from major incidents
- Acting quickly, pragmatically, and assertively under pressure to prioritize and resolve technical issues.
- Initiating action and being responsible for decisions to help IT at all levels in hitting continuous availability
- Effectively planning, prioritizing, and coordinating own and others' activities.
RESPONSIBILITIES
- AutoZoners have a contagious work ethic; including a high sense of urgency to resolve issues quickly, creatively, and efficiently. We also expect a high sense of responsibility and the ability to influence others.
- Ensure that sites and systems continuously and consistently run smoothly, optimally, efficiently, and reliably
- As an AutoZoner, you will be surrounded consistently by toptier talent (both onsite as well as remote); to effectively work with your team you will be expected to hold a high level of organization, detail orientation, and the ability to articulate issues clearly.
- Acting as a SPOC for the customer to provide the status update whenever a major incident occurs.
- Opening a bridge and involving all relevant support teams, continuing the discussions until the major incident is resolved.
- Informing the key stakeholders on the status of the major incident and keeping them updated through service restoration. Being able to communicate in business terms is critical.
- Ensuring the major incident is resolved within SLAs agreed with the customer
- Understanding impact and urgency and taking a balanced approach to enact preventive measures and minimize the service and business impact.
- Document processes that follow all ITIL best practices.
REQUIREMENTS
- 4year degree or higher in Computer Science, Information Systems Management, or a related field preferred
- Minimum of 5 years of Incident & Problem Management experience
- ITIL v3 foundations certification required, v4 is a plus
- Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience
- Ability to communicate clearly with a range of people at various levels of the organization and explain and discuss technical issues using a range of styles, tools, and techniques adapted to the audience
- Significant attention to detail and accuracy
- Strong analytical skills
- Must be comfortable working in a highstress, fastpaced environment with shifting priorities.
- Excellent communications skills, both verbal and written
- Ability to write technical documentation and create management reports and metrics
- Ability to provide solutions as well as supervise incident and problem resolutions
- Ability to successfully interface with a wide range of personnel within the organization
- Work ethic aligned with company values
- Positive demeanor that engages others in the best of scenarios, and during times of stress
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