Process Operations ITSM L2

Duties and responsibilities:

• The ILC role intends to be a modern Incident Coordinator, with technical background and incident process-oriented profile.

• Handle end-to-end incidents lifecycle from a proactive and resolutive behaviour, in coordination of technical / matter experts teams.

• Lead Problem Mgmt practices and supports stakeholder management communications in coordination with ITDCs. He/she has zonal dedication/specialization to ensure technical background in the services and technologies provided at each Region / Business organization.

• Act as escalation point for the Service Control team.

• Change and Release management role (CRC) makes the change management process more proactive and predictable.

• Manage interdependent changes in traditional environments, at same that agile WoWs in change enablement practices and agile project release mgmt.

• Act as the main point of contact for I&O Service Requests operation and inquiries queue management.

• 2nd-level Incident resolution and 3rd-level Incident resolution support.

• Handling of Major/P1 Incidents.

• Proactive and reactive monitoring and event management.

• Support on automation, observability and reporting.

• Handle Problem management end-to-end and coordinate root cause analysis activities.

Experience and knowledge:

• Bachelor’s degree or associate’s degree in a relevant field, such as Information Technology, Computer Science, Business Administration or related fields.

• More than 3 years of experience as an Incident Manager, Change Manager and Problem Manager or IT-related position.

• Proficiency in using help desk ticketing systems, remote support tools, and diagnostic utilities, such as ServiceNow, Jira and Google Suite.

• Proficiency with ITIL (Information Technology Infrastructure Library) and Agile practices is preferred.

• Understanding and technical knowledge of IT infrastructure, computer hardware, software, operating systems, and troubleshooting.

• Hands on experience in diagnosing and resolving technical issues.

• Prior experience in customer service or customer support is beneficial.

• Advanced English

Skills:

• Strong problem-solving ability to analyze and troubleshoot technical issues while thinking critically, assessing situations, and finding practical solutions.

• Time management and organization, dealing with multiple support requests, prioritizing tasks and meeting deadlines and SLAs.

• Strong verbal and written communication skills are needed to effectively communicate with end users, understand their technical issues, and provide clear instructions in change requests and incidents´ communications and solutions.

• Customer-centric approach, ensuring user satisfaction throughout the support process.

• Adaptability and flexibility, as technology landscapes are constantly evolving and the role works in 24x7 rotating shifts.