Specialist, Major Incident & Problem Management

Carrier; Monterrey; Híbrido; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A leading climate solutions company in Monterrey is hiring a Specialist in Major Incident & Problem Management to enhance their Service Excellence strategy. The ideal candidate will have extensive experience with incident management processes, particularly using ServiceNow. Responsibilities include managing incidents, defining processes, and collaborating with teams to improve operations. Competitive benefits package and a commitment to a diverse workforce are offered.

Servicios

Health insurance

Professional development opportunities

Formación

• 5 years of major incident management experience.
• 5 years of problem management experience.
• Advanced English skills for global team interactions.

Responsabilidades

• Manage and lead the Major Incident Management service.
• Define and implement Major Incident Management processes.
• Monitor critical incidents to ensure Service Level Agreements are met.

Conocimientos

Organizational skills

Analytical skills

Communication skills

Team collaboration

Educación

Bachelor’s Degree in Computer Science or related

Master’s Degree (optional)

Herramientas

ServiceNow

ITIL methodology

Descripción del empleo

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

Carrier is seeking an experienced and motivated individual to join the Corporate IT staff to create, implement, and support key elements of our Service Excellence strategy. This position will be responsible for our Major incident & Problem management program leveraging our Service Now instance. This role assumes a high degree of knowledge in the ServiceNow platform and extensive knowledge of Major Incident & Problem Management processes and procedures. This role is also responsible for participating in the introduction of new and innovative technologies to help the Carrier businesses increase employee productivity and engagement and increase integration with backend business processes.

As a Specialist in Major Incident & Problem Management, you’ll be responsible for:

• Manage and lead the Major Incident Management service.

• Define and implement Major Incident Management processes and procedures.

• Monitor critical and high-priority incidents to ensure Service Level Agreements are met.

• Communicate effectively and timely for all major incidents.

• Facilitate with multiple teams and engage with leadership at various levels.

• Analyze incident records to identify trends and provide analysis to technical groups and stakeholders.

• Coordinate with internal teams, suppliers and external parties to resolve major incidents.

• Maintain documentation of major incidents, including timelines, actions taken, resolutions, and lessons learned.

• Provide training and technical support on the incident management process.

• Implement escalation procedures and engage senior management as needed.

• Define and manage KPI’s through process compliance, dashboards and vendor engagement.

• Ability to facilitate and interact with people across multiple teams.

• Identify Problem Investigation, assignment issues, acting as an initial escalation point for day-today Problem Management issues.

• Manage Problem Investigations and escalate issues as needed.

• Perform trend analysis on incidents and problem records to reduce incident count.

• Provide and validate Problem RCA status reports for senior leadership.

• Facilitate between external suppliers and internal support teams on the RCAs.

• Engage with support groups to coordinate the investigation and solutioning of Known Errors.

• Provide pre-audit and post-audit support for internal and external audits.

• Perform gap analysis and drive action plans to ensure process compliance.

Requirements

We are looking for people who are organized, and time-oriented. If this is you, get in touch.

As a minimum you must have:

• Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s).

• Advanced English level to lead conversations across a global team.

• 5 years of major incident management experience.

• 5 years of problem management experience.

• Proven experience in Incident & Problem Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes.

• Proven understanding of ITSM Process (ServiceNowor other ticketing systems).

• Ability to organize and prioritize workflow and to meet established timeframes and deadlines.

• Ability to build and maintain customer relationships, be a team player, meet deadlines and adjust to changing priorities.

• Individual must be highly motivated, results-oriented with keen attention to detail and able to work in fast-paced environment

Although not necessary, it would be nice if you have:

• Master’s Degree

Soft Skills

• Strong verbal and written communication skills.

• Self-motivated and proactive individual

• Strong organizational, interpersonal, analytical skills.

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance

• Drive forward your career through professional development opportunities

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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