2147 OMC - Incident Coordinators

Location: Guadalajara, Jalisco
Date Posted: 22-11-2017
Certified as one of the Best Places to Work in Mexico and Best Mexican Companies Dextra serves as a learning and training platform in the Information Technologies industry. The projects in which our engineers participate provide great knowledge and a solid professional experience path. Our consultants are able to work with cutting edge technologies and the most innovative tools, which allow them to become key players in the technological development that is currently experiencing a high market demand.  

That's why we need you and your ideas. Watch your aspirations materialize in a company where growth opportunities abound. Apply now!

Position: OMC INCIDENT COORDINATOR
The role: 1. Assess and / or obtain business impact resulting from IT outages or issues      a. Coordinate resolution to IT outages until ownership can be identified and assigned 2.Manages Major Incident (MIs)      a. Drives restoration by asking the right questions      b. Ensures communications regarding major incidents are properly prepared to achieve desired results 3. Focus is on effective executive communications      a. Gives precise and confident information about progress towards service restoration      b. Coordinates the creation of MI teams      c. Communications must be timely, accurate, and specific to business segment affected 4. Ensures business impact is eliminated and/or acceptable performance levels before closure 5. Schedules and facilitates major incident meetings and phone conferences 6. Manage incidents throughout their lifecycle      a. Facilitates resolution of complex incidents to ensure positive and timely outcomes      b. Incident Manager will capture all Business Critical Incident details and update all necessary documents.      c. Incident Manager will provide required notifications and updates on all Business Critical Incidents      d. Handle infrastructure elevations requests helping accelerate resolution of issues before they impact the business 7. Respond to customer’s elevations and escalations in a timely and professional matter Ensure all issues and questions are followed up on and escalated as appropriate  Education and Experience Required: Bachelor’s degree in Management Information Systems / Computer Science or equivalent experience and a minimum of 10 years of related experience or a Master’s degree and a minimum of 8 years of experience.  Knowledge and Skills Required: Strong verbal and written communication skills and technical leadership skills. Strong experience with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user and server / web related applications). Strong experience with business Information Technology (IT) applications (e.g. supply chain, customer relationship mgmt, HR, finance) . Strong experience in scripting and / or programming language. Strong experience with implementation, problem analysis and solutioning of infrastructure and business application environments. Foundational or expert knowledge and experience with Information Technology Infrastructure Library (ITIL). Web technologies. Exhibits a high level of initiative and integrity. Strong problem solving, priority setting, and collaboration skills. Good organizational and analytical skills. Possess creative ability, consulting skills, leadership qualities, credibility and self confidence. Influencing skills and ability to work effectively in a geographically dispersed team. Demonstrated technical leadership skills. Ability to translate business needs into technical requirements and solutions. 

 
Work location: Guadalajara, Jalisco
 Apply now! 
 
To learn more visit us at www.dextratech.com
Send CV to: 
diana.villalobos@dextratech.com
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