Incident Manager

Responsibilities:

• Support the day-to-day Incident Management operational process for all business units
• Lead the preparation of Post Incident Reports.
• Schedule and lead incident review meetings.
• Follow-up with key resources to obtain all the information needed to produce incident reports.
• Follow through, follow-up and track incident actions from reports.
• Help standardize, automate, and improve the incident management process.
• Find innovative ways to streamline our service management and operational processes.
• Analyze trends for recurring incidents and problems; escalate in a timely manner.
• Ensure the Incident , Problem and Change Management Practices are followed.
• Develop Incident Management reports that support KPIs.
• Promote the adoption and adherence to the global Incident Management process and support continual service improvement efforts.
• Be part of a 24x7x365 rotation of Incident Managers who provide exceptional service.

Education, Experience and Qualities:

• University degree in IT, business or equivalent field of study.
• Familiarity with ITIL framework and practices, ITIL V3 or ITIL 4 Foundations certification.
• Minimum of 3 years’ experience in IT service operations, service delivery or service management
• A good knowledge of ITSM tools. Experience with ServiceNow is an asset
• A very good understanding of Incident Management, Problem Management and Change Management processes
• A sound understanding of infrastructure and application components, how these rely and interact with each other, and how they deliver services to end customers.
• Strong communication and interpersonal skills.
• The ability to build strong relationships with staff members, internal stakeholders and external parties.
• Strong problem-solving capabilities, analytical, efficient, and quick thinker.
• Excellent English reading and writing skills. Knowledge of Spanish is an asset.
• Ability to lead meetings with senior management
• Ability to work with geographically dispersed teams representing different cultures
• Experience in the Payment Processing and Digital Wallets industries is an asset
• Strong collaboration skills and the ability to manage conflict
• Passionate about getting work done in a professional and timely manner
• Ability to prioritize complex tasks, overcome obstacles and negotiate solutions.
• Embrace change and thrive in a complex, high velocity IT environment
• Positive, thoughtful and ‘make it happen’ personality