Client Technology - Incident and Problem Lead - Ey

Globant; A distancia; ARS 130.701.000 - 174.270.000; Jornada completa

Descripción de la vacante

A global consulting firm is seeking an Incident and Problem Management Lead in Buenos Aires. This role requires over 10 years of experience in Incident and Problem Management, particularly in large environments. You will be responsible for developing and deploying effective processes while collaborating closely with business partners to ensure service reliability. The ideal candidate should possess strong ITIL knowledge and experience in customer-facing roles in the pharmaceutical sector. Remote work flexibility is available.

Servicios

Flexible working hours

Professional development opportunities

Health benefits

Formación

• 10+ years in Incident & Problem Management, working in complex environments.
• Understanding of ITIL processes applied within IT Service Management.
• Experience in customer-facing roles, especially in the pharmaceutical industry.

Responsabilidades

• Develop and deploy best practice Incident & Problem Management processes.
• Champion improvements in service reliability and consistency.
• Build trusted relationships with senior business partners.

Conocimientos

Service Management

Incident Management

Problem Management

Agile

Change Management

Communication

Educación

Relevant ITIL certifications

Herramientas

ServiceNow

Descripción del empleo

Client Technology - Incident and Problem Lead - Ey

EY

Incident & Problem Management Lead(Operations & Support)Rank: Assistant DirectorFueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and a powerful product engine that are integral to innovation at scale. You will work with technologists and business specialists, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a champion for change and growth, you will be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.The purpose of this role is the responsibility for ensuring adherence to the Policies, Processes and Tooling that are in place to manage, assess and provide clear audit trail in regards the Incident, Major Incident and Problem management discipline, whilst always safeguarding the production environment.

The opportunity- Be responsible for the development, deployment of a standard, robust, “best practice” set of effective Incident & Problem Management processes across a wide portfolio of systems and services.- Responsible for implementation, effective and efficient execution and usage of EY’s Service Management processes and framework to deliver to the agreed Service Levels and contractual commitments.- Support the smooth, ongoing operation and support of a portfolio of complex solutions and their successful deployment to user communities.- Develop trusted relationships with senior business partners to gain an in-depth understanding of key business processes, products and services, and influences others to ensure business case and customer satisfaction goals are met

Your key responsibilities

• Development and deployment of Incident & Problem Management processes that ensure service reliability and consistency.
• Champion of Incident & Problem Management, actively improving and optimizing processes.
• Deployment of Service Asset and Configuration Management and assurance it is maintained according to the defined standards.
• Maintenance of the integrity of all systems and services through adherence to processes and effective, identification, management & communication of Risk.
• Support and manage change to Service, Configuration Items, Suppliers and associated documentation.
• Develops long-term, trusted relationships with senior partners to gain an in-depth understanding of products, services and key business processes and utilized deep business knowledge to oversees activities of multiple teams to provide project engineering work in alignment with business requirements.

Skills and attributes for success

• Strong Service Management background - particularly relating to Incident & Problem Management, but with in-depth knowledge and experience of Change, Release, Service Transition and Knowledge Management. Self-motivated achiever who gains satisfaction from providing excellent service to their customers.
• Good understanding of delivery methodologies - Waterfall, Agile, Scrum, Kanban- Be a positive influencer with ability to negotiate across both technical and non-technical department- Strong analysis capability and ability to implement process definition, introduction and improvement. Excellent verbal and written communication skills are required along with the ability to discuss technical information to non-technical staff- Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide feedback and advice to key partners, such as Product Owners, business sponsors and Service Delivery Managers on complex queries.

To qualify for the role, you must have

• More than 10 years of significant work experience leading Incident & Problem Management in large and complex environment, preferably in the pharmaceutical industry.
• A fundamental knowledge of ITIL processes and how they are applied within an IT Service management department.
• Understanding of change and risk management within a complex operational environment.
• Exceptional experience in customer facing roles.
• Extensive experience with modern technology understanding including cloud service, virtual networks/systems.
• Considerable experience working virtually in a globally dispersed team.
• Strong communication and influencing skills with the ability to communicate complex technical information to all stakeholders.
• The ability to create consensus and understanding within virtual teams.
• Ability to work under their own initiative, in support of a strategic end goal.
• Ideally, you’ll also have Experience working with ServiceNow or similar tool.
• Experience working Agile/Scrum environment preferred.
• Experience working in Dev Ops organizat

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