Latam Incident Manager

**MIM - Major Incident Manager**
- Be more than just an employee. Join New Era's growing team and experience a corporate culture that promotes personal and professional development. We are looking for team members to contribute to and deliver our mission to "securely connect people, places, and information in a rapidly changing digital world." Work alongside_**_ _**_the finest team of highly skilled and industry certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications._
- New Era Technology is a global IT integrator with 2,500+ employees delivering Collaboration, Cloud, Data Networking, Security, Large Venue, and Corporate AV and Managed Service Solutions to more than 9,000 customers._**_
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Job Description Summary: Responsible for monitoring various global Network Monitoring and ticket buckets for dedicated clients to ensure timely assignment and resolution of incidents to meet SLAs. This does include dealing with the involved engineers and technical staff, sending client communication & solving escalation while providing executive updates per defined Operations processes. Some basic troubleshooting is also necessary.
**Responsibilities**:
- Providing complete and accurate information on the event which helps in providing appropriate resolution
- Responding to mails or calls made by Service Desk or Specialist Support Team on time, to ensure timely resolution of the event
- Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, communications and escalations
- Routing the requests to Specialist Support Team
- Monitoring the status and the progress towards the resolution of all the open Incidents - Keeping the affected Incident Initiator updated on the progress
- Following the escalation (this include technical, vendor and management) and communication (this include standard and management) procedure
- Taking resolution confirmation and resolving the Incident record
- Analyze the Incident flow/volume and suggest for appropriate action
- Working on pending Incident report, major incident report etc. and drive for closure
- Detecting the possible Problems and assigning them to the Problem Management team for resolution
- Providing Management Summary and Analysis - Start and drive incident bridges proactively/actively until resolution - Confirm resolution and resolve the Incident record
- Ensure that technical staff updates tickets and IM process is correctly followed
Quality Assurance Requirements:
- Electronics & Telecommunications or Electronics or IT or Computer Science
- 1-3 Years relevant experience in a similar capacity with a large organization
- Technical Networking Knowledge on LAN / WAN/ MAN
- Knowledge of Cisco routers, switches and firewall is an advantage - Knowledge on Mail Servers / DNS concepts will be an added advantage
- Good understanding of industry standards like ITIL V3, ISO 20000, PMP, Six Sigma, etc. with a focus on Incident Management and Problem Management will be preferred.
- Customer service skills and client focus - Experience with basic console monitoring role
- Strong communications skills including the ability to communicate technical information in using non(1)technical language
- Understanding of network technologies utilized within an Internet/Intranet environment

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