Incident & Escalation Analyst

hace 7 días


Montevideo, Uruguay CAE Inc. A tiempo completo

Role and Responsibilities

Your Role & Main Responsibilities:

- As a Global Incident Response lead, you will facilitate the response efforts for critical incident
- Incident management support covering all Incidents from Initiating bridge call start till Incident restoration.
- Coordinate major incidents in a following the sun mode, this role works 24/7
- Ticket management analysis and follow-up till closure
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Ensure we’re meeting performance metrics / SLAs
- Prioritizing incidents according to their urgency, priority and impact on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the IT system.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Aligning and coordinating activities between customer, vendor and internal teams.

Your Qualifications
- Bachelor's degree in information technology, engineering, or a related field.
- At least 5 years’ experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software including ITIL
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
- ITIL Foundation Certified

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability or age.

The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.



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