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Incident Manager in Heredia at TradeStation

Date Posted: 1/11/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Heredia
  • Job Type:
  • Experience:
    3 to 5 years
  • Date Posted:
    1/11/2019

Job Description

Incident Manager
Heredia, Costa Rica      

 
The Incident Manager manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Responsibilities include planning and coordinating all the activities required to perform, monitor, and report on the process, managing the incident process end to end and also delivery of the SLA reporting based on incident KPI’s. The Incident Manager should also be able to apply organizational, critical thinking and oral and written communication skills. The Incident Manager will be an effective team player and leader who can work independently when necessary.
 
ESSENTIAL JOB RESPONSIBILITIES:
  • Coordinate and manage incident and problem management process activities
  • Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations
  • Escalation of risks and issues to the product owner and risk manager (if required)
  • Create and manage reporting (KPIs and customer SLAs) related to incident management and problem management
  • Assist the incident owners in driving Service Management best-practice and ITIL process standardization
  • Chair the incident and problem review meetings
  • Ensure consistent end-to-end application of the Incident Management process across the products
  • Responsible for outlining an improving incident process
  • Agree on issue definition, action plan and success criteria
  • Deploy training to targeted personnel as it relates to incident management and problem management

KNOWLEDGE, SKILLS & ABILITIES: 
  • Good Communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations
  • Very good understanding of Incident Management, Problem Management and Change Management processes
  • Extensive knowledge of Process and IT service management concepts; ITIL Incident Control training preferred
  • Understanding of PowerBI or Tableau a plus
  • Assertive and able to manage internal client expectations

EDUCATION & EXPERIENCE:
  • Bachelor’s in Computer Science or Management Information Systems preferred
  • 3-5 years of experience working in technical high stress environment
  • Experience working in a large enterprise server environment
  • 2 years + experience as an Incident Manager in a DevOps operating environment

CERTIFICATIONS REQUIRED:
  • ITIL Foundation certificate
  • Six Sigma Green Belt is plus