Major Incident Management

1 semana atrás

São Leopoldo, Rio Grande do Sul, Brasil HCLTech Tempo inteiro

6 days ago Be among the first 25 applicants

Direct message the job poster from HCLTech

Senior Executive Talent Acquisition | Tech Recruiter at @HCLTech

Responsibilities:

  1. Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
  2. Take ownership to oversee the day-to-day operations relating to Incident Management.
  3. Manage Major Incidents or situations across providers.
  4. Manage high priority incidents from start to finish, providing regular management updates and ensuring satisfactory outcomes for the customer.
  5. Run both technical conference bridges and business update calls.
  6. Document Issues, update issues log, follow issues to completion, and escalate issues to the management team if needed.
  7. Drive decision making for incident resolution and minimize impact to the business.
  8. Escalate to Senior IT Management and provide incident updates to stakeholders.
  9. Capture incident follow-ups and complete formal Post Mortems.
  10. Identify stability trends and escalate them through the Problem Management process.
  11. Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication.
  12. Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents.
  13. Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.

Qualifications:

  1. Experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.
  2. Very strong influential relationship management skills with stakeholders, senior management, colleagues, and external service providers.
  3. Proven troubleshooting skills within a support environment, including a strong sense of commitment and drive towards incident resolution.
  4. Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
  5. Understanding of foundational IT technical issues and relationships.
  6. Sensitivity and urgency in dealing with line of business outages.
  7. Ability to influence and lead technical conversations with various infrastructure support groups.
  8. Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.
  9. Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
  10. Supervisory skills and the ability to leverage support from other parts of the organization.
  11. Proven expert in managing multiple stakeholders at all levels of the organization, specifically at senior management level.
  12. Understanding of Technologies & ITSM Tool Coordination, negotiation, and persuasion skills.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT System Operations and Maintenance

Referrals increase your chances of interviewing at HCLTech by 2x

#J-18808-Ljbffr

  • De-escalation Specialist

    Há 3 dias

    São Leopoldo, Rio Grande do Sul, Brasil SAP Tempo inteiro

    Requisition ID: 429828Work Area: Software-Design and DevelopmentExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T2Hiring Manager: C. Franklin CairnsRecruiter Name: Thais NadimAdditional Locations:**Please submit your CV in English. Only CVs in English will proceed in the process.***** This is a hybrid-work...

  • Linux Specialist

    3 semanas atrás

    São Leopoldo, Rio Grande do Sul, Brasil HCLTech Tempo inteiro

    We are looking for a Linux Subject Matter Expert (SME) to join our team and take ownership of Incident, Change, Problem, Knowledge, Availability, and Capacity Management for Linux-based environments. This role involves managing L2/L3 support activities, performing installations, patching, and migrations, as well as scripting and mentoring team members. The...

  • DevOps Infrastructure Specialist

    Há 3 dias

    São Leopoldo, Rio Grande do Sul, Brasil beBeeSystemReliability Tempo inteiro R$80.000 - R$150.000

    Job DescriptionWe are seeking a highly skilled DevOps Engineer to join our team.This role offers a dynamic environment where you will oversee and maintain production systems and applications, ensuring stability and quick incident resolution.You will gain hands-on experience in designing and improving monitoring tools, troubleshooting issues, and working...

  • Senior Mm Content Developer

    1 semana atrás

    São Leopoldo, Rio Grande do Sul, Brasil SAP Tempo inteiro

    **We help the world run better****ABOUT THE ROLE**The Content Engineering team seeks an enthusiastic, insight-driven, dynamic, and robust team player endowed with excellent technical/functional, problem-solving, and communication skills. As a Content Developer, you will be crucial in shaping the future of our SAP S/4HANA Cloud localization. Your role...

  • Cloud Infrastructure Engineer

    Há 2 dias

    São Leopoldo, Rio Grande do Sul, Brasil beBeeDevops Tempo inteiro R$1.500.000 - R$2.000.000

    System Administration and Development RoleThis position involves overseeing the design, development, and implementation of systems and applications to ensure stability and efficient incident resolution.You will work closely with engineering, database, and network teams to improve monitoring tools, troubleshoot issues, and optimize system performance.This...

  • Highly Skilled Linux Engineer Wanted

    Há 3 dias

    São Leopoldo, Rio Grande do Sul, Brasil beBeeLinuxExpert Tempo inteiro R$1.244.000 - R$1.526.400

    Job OpportunityWe are seeking a highly skilled Linux Subject Matter Expert (SME) to join our organization.This role involves managing support activities, performing installations, patching, and migrations, as well as scripting and mentoring team members.Key Responsibilities:Manage production and project support for Linux systems.Perform system installations,...

  • Senior Fi Content Developer

    1 semana atrás

    São Leopoldo, Rio Grande do Sul, Brasil SAP Tempo inteiro

    **We help the world run better****ABOUT THE ROLE**As a Content Developer, you will be crucial in shaping the future of our SAP S/4HANA Cloud localization. Your role involves developing pre-configuration business settings for specific local versions, commonly known as Best Practices.**SAP Finance and Controlling**Configuration and knowledge on the following...

  • Product Support Specialist

    Há 4 horas

    São Leopoldo, Rio Grande do Sul, Brasil beBeeCareer Tempo inteiro R$7.200 - R$15.600

    About the Job:">As a SAP Product Support Intern, you will be responsible for assisting the team in daily tasks and organizations. You will also be involved in supporting our customers related to the implementation, deployment, functionality, and usage of SAP Products.">Key Responsibilities:">">Support the team with monitoring of incoming incidents, queue...

  • Linux Specialist

    1 semana atrás

    São Leopoldo, Rio Grande do Sul, Brasil HCLTech Tempo inteiro

    21 hours ago Be among the first 25 applicants Direct message the job poster from HCLTech We are looking for a Linux Subject Matter Expert (SME) to join our team and take ownership of Incident, Change, Problem, Knowledge, Availability, and Capacity Managementfor Linux-based environments. This role involves managing L2/L3 support activities, performing...

  • Senior SD Content Developer

    1 semana atrás

    São Leopoldo, Rio Grande do Sul, Brasil SAP Tempo inteiro

    **We help the world run better****ABOUT THE ROLE**As a Content Developer, you will be crucial in shaping the future of our SAP S/4HANA Cloud localization. Your role involves developing pre-configuration business settings for specific local versions, commonly known as Best Practices.**1. Sales Process**Configuration and knowledge on the following process,...