Incident Manager
Job Description
Who is Tech Mahindra?
At Tech Mahindra, we not only provide Agile and DevOps methodologies to our customers, we have adopted the same within the company as well. Our nimble processes are not mired in red tape, yet robust, flexible and result-oriented. We are Software Engineers, Technical Architects, Cloud and DevOps specialists. But the most important, we are dreamers, creators and challengers. Each day, we strive to make great come alive. Our lemma: “work smart and play hard”
Our technology partners are Hashicorp, Cloudbees, Chef, Pagerduty, Docker and SAP.
We are always looking for the brightest candidates to come and we offer a work environment with everything you need to be your best. Does Ambition, Success, Fun, Friends & Learning define your idea of a career? Join us and be part of our family!
We’re looking for a Incident Manager willing to work twice per week from the office AT TECHNOPARQUE, Azcapotzalco.
Incident Management Job Description – 2-3 Years (Junior Level)
Responsibilities
- Adopt the best use of ITIL Service Management disciplines and approaches.
- Continuously follow up with support teams for relevant updates track against SLA and drive to resolution.
- In conjunction with Incident Manager identify and drive continuous service improvement opportunities to enhance Support Management practices
- Track and analyse the Users escalations.
- Perform root cause analysis and work with appropriate teams to ensure continuous improvement.
- Ensure that all User escalations and complaints are tracked and keep all relevant support groups informed of actions taken to resolve issues.
- Ensure the user receives relevant and accurate information about the escalated incident on time.
- Maintain accurate and up-to-date records of incidents, including details of the incident, its resolution, and any follow-up actions.
Requirements:
- Experience in incident management, including incident identification, diagnosis, and resolution.
- Strong technical skills, including knowledge of IT infrastructure, software, and network systems.
- Strong problem-solving and analytical skills, including the ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills
- Experience with incident management tools and systems such as ServiceNow & JIRA ticketing tool
- ITIL trained/certified V3/V4 foundation for implementing best practices for incident management.
- Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.
- Ready to work in 24X7 rotational model
We look for engineers that demonstrate passion for what they do and develop. They must be curious, persistent to find the right solutions to resolve complex problems and able to communicate and express ideas properly.
What you can expect from us
At Tech Mahindra, what distinguishes us from other teams is the comfortable environment which engenders trust within teams and with our customers. Trust and openness leads to quality, innovation, commitment to deliverables, efficiency and cost-effectiveness for all our customers.
- Work with some truly remarkable IT engineers, architects, specialists and more.
- We’re growing at a phenomenal pace and we’d like some company.
- Hear your voice, nurture your talent and help you strengthen your foot print!
- Benefits above the law
- Mentorship, and opportunities to grow and learn
If you apply for this opportunity we will get you resume and its contain personal data whose treatment has been authorized by its owner for Digital OnUs, S. de RL de CV (the "Company”). If you are not the owner of this information or have no relation whatsoever with the subjects treated in it, you are requested in the most attentive way not to make copies of it and / or its attached files and delete it immediately, under the risk of being considered as responsible for the unauthorized treatment of personal data in accordance with the Federal Law on Protection of Personal Data Held by Private Parties, its Regulations, and other applicable regulations. If you are the owner of personal data in possession of the Company and wish to obtain further information regarding the processing of your personal data or the exercise of your ARCO rights, please consult our integral privacy notice on the website https://www.digitalonus.com/privacy-policy/
Date Posted
11/06/2023
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1
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