Critical Incident Manager
2 semanas atrás
**Código**:
8682
**Título da vaga**:
CRITICAL INCIDENT MANAGER - 52032811
**Local**:
São Leopoldo, RS
**Nível Profissional**:
Júnior
**Nível Acadêmico**:
Ensino Superior Completo
**Áreas de Atuação Profissional**:
TI - Suporte
**Descrição**:
Must have skills
- Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
- Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
- Assess impact and urgency of Incident, validate priority of major incidents reported
- Initiate Teleconference/ Bridge calls immediately on Major Incidents to engage Technology tracks and other required stakeholders
- Work with all stakeholders to identify the workaround or resolution for the Incident
- Set expectations of all stakeholders about the timelines and permissions required for the resolution
- Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
- Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
- Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
- Document in retrospect, the actions taken, learning and approvals in the service Management tools; create incident action plans post incident resolution
- Resources should be open to work in shifts to support a 24x7 support environment
**Habilidades**:
Location Language Specific Requirement
- Resource should be able to support in Portuguese, Spanish and English languages (Trilingual)
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