Senior Tech Recruiter at HCLTech| Talent Attraction Latam| Technology Recruitment and Selection Specialist| Talent Acquisition Partner| Business…
Overview
What will your role be?
The Major Incident Manager is responsible for the comprehensive management of all major IT incidents.
Responsibilities
* Full ownership of P1 and P2 incidents, ensuring the resources and expertise are available to resolve the issue as quickly as possible.
* Collaborate with engineers to resolve all Priority 1 and 2 incidents.
* Manage outages by coordinating and escalating major incidents.
* Notify and update stakeholders, including internal management and customers, on incident progress and executive summaries.
* Collaborate with the entire company and vendors to resolve incidents within the SLA.
* Refine and improve operational metrics and processes to enhance customer service.
Strong prioritization skills
* Strengthen processes and identify knowledge gaps within the organization.
* Assist the Operations Manager with daily management and reporting tasks.
* Report and manage role-based reports for the customer.
* Mentoring/coaching team members.
* Improve and maintain customer and employee satisfaction.
* Work as part of a global Follow the Sun support model.
* ITIL
* Service Now
* Networking Technologies
* Switching and Routing
* Wireless
* Security
* Data Center
* Service Provider-Class Networks
Certifications
* CCNA
* ITIL
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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