Lead IT Analyst - Incident IRM

Honeywell International Inc.; San Luis Potosí; Presencial; USD 60,000 - 100,000; Jornada completa

Descripción de la vacante

An established industry player seeks a strategic leader to enhance IT operations through effective incident management and collaboration. This role involves overseeing priority incidents, managing Business Recovery Managers, and ensuring adherence to best practices. The ideal candidate will possess strong data analysis skills, exceptional communication abilities, and a proven track record in IT service delivery. Join this forward-thinking company to drive positive change and optimize IT processes, making a significant impact across various service towers. If you thrive in dynamic environments and are passionate about IT excellence, this opportunity is for you.

Servicios

Referral Bonus

Travel opportunities

Flexible work schedules

Formación

• 7+ years of IT Service Delivery experience in a global organization.
• Exceptional understanding of data trends and analytics.

Responsabilidades

• Drive oversight of priority incidents and ensure stakeholder communication.
• Conduct post-incident reviews and implement follow-up actions.

Conocimientos

People management

Data trends analysis

Excellent communication skills

Capacity planning

Operational shift scheduling

Educación

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Herramientas

Microsoft Excel

Tableau

ServiceNow

Descripción del empleo

Deliver business value through Right and Fast partnership

This position will be primarily responsible for providing end-to-end ownership of priority incidents, (from detection to resolution) affecting IT operations. This role combines technical expertise with strategic leadership including management of our Business Recovery Managers (BRMs), as well as accountability for both the follow through with Incidents, Problem, Change, and Knowledge Management as well as proactive prevention/avoidance of new incident occurrence. This role is part of the IT Operations Excellence team and includes driving the communication and collaboration activities across the various IT Service towers in conjunction with the SBG business customers and Business Critical sites, to optimize IT operations.

Key Responsibilities

1. Own and drive the oversight of priority incidents in real-time, end-to-end throughout entire lifecycle.
2. Functional Leadership: Provide matrix leadership and coaching to Business Recovery Managers (BRMs), ensuring adherence to best practices in incident response.
3. Correlate alerts to outages and critical services.
4. Ensure stakeholder communication.
5. Facilitate coordination of technical teams.
6. Hold technical teams accountable for progress and communication.
7. Support and direct technical teams regarding action prioritization, status responses and alternatives during troubleshooting and service restoration.
8. Operational awareness including familiarity with planned changes and activities in the operational environment.
9. Understand and challenge test and backup plans for emergency changes.
10. Ensure consistency in data recorded and leveraged in ServiceNow.
11. Evaluate performance against SLAs & KPIs.
12. Conduct comprehensive post-incident reviews, including root cause analysis and lessons learned sessions to prevent recurrence.
13. Prioritize and monitor implementation of follow-up actions with Problem Management and Knowledge Management practices.
14. Lead Ops Review call with key stakeholders (Service Towers and SBG business partners).
15. Develop, implement, and continuously improve automated workflows and monitoring systems to enhance incident detection, triage, resolution, and reporting processes.

YOU MUST HAVE

• People management experience.
• A bachelor’s degree in Information Technology, Computer Science or related discipline is preferred.
• Minimum of 7 years of IT Service Delivery within a large, global IT organization.
• Exceptional experience in understanding data trends, analytics and translating findings to all levels of leadership.
• Excellent oral, written and collaborative communication skills, including executive level communications.
• Demonstrated experience in Microsoft Tools, with exceptional working knowledge of Excel, Tableau, etc.
• Experience running operations across at least two distinct IT services is a must.
• Capacity planning, performance optimization experience is a must.
• Experience with supporting mission critical IT operations is a must.
• Strong understanding of ServiceNow reporting, ITSM functions.
• Demonstrated ability to work under pressure.
• Experience presenting to and communicating with Executives.
• Ability to work in operational shift schedules, including on-call on weekends and holidays as escalations demand.

WE VALUE

• Travel approximately 15%.
• The ability to partner effectively across IT teams, suppliers and business customers on cross-functional issues and process improvements.
• The ability to translate business issues / requirements and objectives into technical solutions.
• Strong knowledge of IT business processes and practices.
• Skilled in partnering with internal customers at all levels to define problems, identify solutions, and facilitate change.
• Skilled or proven ability to analyze complex problems and break them down into logical, actionable parts.
• Strong interpersonal skills – exceptional coaching, negotiating, effective listening, and teaming.
• Self-motivated, demonstrated bias for action.
• The ability to be a change agent and promote positive change in the organization.

Additional Information

• JOB ID: HRD262974
• Category: Information Technology
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 04
• Referral Bonus: 20000
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Exempt