Overview

As Major Incident Controller you will be part of our partner Operations department. You will work shifts in 24/7 Operation Center, working with Team Managers, Suppliers, Contractors, 3rd parties, Service Managers, etc.

This is your chance to be a part of the Improving team! Come work with a company that believes that teamwork is the greatest competitive advantage and holds respect for people, providing a great place to work, and delivering quality results as core values.

This position’s day to day responsibilities will challenge you to be both independent and highly collaborative. It will require a problem solver with a positive attitude who loves to learn new things.

Compensation & Benefits:

  • Office Location: near Unirii – central location
  • Modern office environment with all the work and play amenities
  • Working in a friendly environment
  • Working with new technologies on interesting enterprise level projects

Responsibilities:

  • Responsible for the complete process adherence and handling of incidents according to SLAs;
  • Responsible to act as an escalation point to expedite incident resolution;
  • Responsible to handle P1 incidents and escalate to Major Incident Manager when it becomes a Major Incident;
  • Liaison with team managers of all Technical Experts (or delivery teams) to ensure swift resolution of incidents within SLA targets;
  • You will be able to diagnose and prioritize incidents, investigating their causes and finding resolutions together with engineers, working also closely with Problem Management;
  • Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfilment;
  • Analysis and trending of incidents, root cause to allow improvement initiatives to be incepted and delivered in conjunction with Service Managers, where required;
  • Ensure that Incident Management KPIs are reported and their targets met;
  • Grow technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines
  • Opportunity to exert tremendous direct influence over Service Quality & Availability

Requirements:

  • Bachelor’s Degree in Computer Science or related degree would be a plus;
  • Minimum 1 year of experience in similar role;
  • Excellent English and French and communication skills (written and oral) to facilitate efficient and effective interaction with peers and customers;
  • Experience with ticketing applications(Servicenow) is a plus
  • Microsoft Office knowledge
  • Successful delivery against commitments and deadlines;
  • A proven ability to operate with virtual teams;

Nice to have:

  • Working knowledge of ITIL incident, problem, and change management components
  • Good Spanish communication skills (written and oral)