14 ene
Conduent
Hermosillo
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
A Major Incident Coordinator is responsible for getting the technical teams involved that are needed to restore the service that is having an outage.
This can mean that you are paging out several teams to find the root cause of the issue and escalating as needed.
You also are responsible for documenting what is occurring to keep everyone informed of the progress being made to restore the service.When needed they will need to coordinate with other teams to work issues that might need server, desktop, network support.
The Incident Manager will be on call 24/7/365 for any external facing issues that might occur and need to be worked.
The other duties are below but additional duties might be assigned:
- Coordinates and drives Restoration of Service for Major Incident events.
- Coordinating a large Cross Functional Team
- Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
- Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
- Work closely with SMEs to quickly identify customer impact (who, how, when)
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Associate Incidents with other records (i.e.
Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Must be currently eligible to work in the US for any employer without sponsorship
- Must consent to and successfully clear all required pre-employment screenings.
Qualifications:
- Minimum of 2 years of experience in an Incident management role.
- Excel with communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.
- Good understanding of production IT Environment and IT Operations
- Strong interpersonal and teamwork skills.
- Ability to work rotating shifts to support 24/7/365 organization
- Experience in a technical support field: network, server, storage
Desired:
- ITIL Foundations Certification or desired understanding of Knowledge of how to support the Incident Management,
Problem Management and Change Management processes while working escalated incidents
- Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
This job is the fully qualified, career-oriented, journey-level position.
- Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Networks with senior internal and external personnel in own area of expertise.
**William Garner**
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation,
physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
- At Conduent we value the health and safety of our associates, their families and our community.
For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible.
Providing this information is a requirement of your employment at Conduent._
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