Incident Recovery Specialist

Desarrollo Web y Móvil / Otros Web y Móvil

Detalles del trabajo

  • Publicación: hace 12 días
  • Tiempo restante: 17 días
  • Tipo de trabajo: oferta de empleo
  • Ubicación: Argentina, Buenos Aires
  • Tipo de empleo: Contrato Indefinido
  • Salario: sin especificar
  • Experiencia requerida:
  • Formación: Grado o Licenciatura

Descripción de la oferta

The Incident Recovery Specialist is role accountable for identification and coordination of P1SXs incidents in accordance with the firms ITIL aligned Incident process. The primary role of the Incident Recovery Specialist is to ensure service restoration of all Major Incidents is coordinated effectively, communicated via defined communications channels and escalated appropriately. Incident Recovery Specialists will be supported during P1S1 (Sev1) Incidents by an Incident Recovery Manager. However, they are expected to run P1S2 (Sev2) Incidents with limited or no supervision. Essential Functions of the JobMajor Incident managementValidation of Incident Impact, creation of an impact statement and declaration of P2 Major Incidents.Coordination of complex time critical technical issues acting as an escalation point to expedite service restoration.Chair conference calls with P1SX Resolution Team maintaining a sense of urgency throughout.Identification of appropriate recovery actions, agreeing timelines and holding teams accountable for meeting agreed targets escalating when appropriate.Communicate throughout P1SX using appropriate channels articulately expressing all key information to stakeholders. Coaching & developmentPromote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team best practice.Coach and develop more junior members of the Outage Management team by:Reviewing others work for compliance with team quality standards and provide suggestions for improvement.Providing constructive feedback tailored to each persons style and environment.Adopting appropriate coaching techniques to meet the various needs of team members.Recommending development activities tailored to each team members needs and learning style.Analytical/Decision Making Responsibilities:Incident Recovery Specialist must be able to determine impact of incidents often in high pressure, time-critical situations with limited or no supervision, taking responsibility to provide information to Incident Recovery Managers to allow declaration decisions to be made. Knowledge and Skills RequirementsHighly skilled in all aspects of Major Incident managementAbility to work well under pressureExcellent people, supervisory and customer service skillsAble to develop working relationships with staff and management at all levelsExcellent listening, written and verbal communication skillsAnalytical troubleshootingAct as role model for Major Incident AnalystsAbility to drive teamworkSupportive of continuous improvement in relation to own performance and development and that of the wider team Job Requirements:Education:Mandatory:Bachelor's degree in Computer Science or a related disciplineOr 3-5 years experience in the fieldDesirable:Master's Degree in Computer Science or a related disciplineExperience:Mandatory:Over 3 years experience of ITIL Major Incident Management and co-ordination in a large organizationDesirable:Experience working with IT requirements of a global firmExperience of working in EY or similar organizationCertification Requirements:Mandatory:ITIL FoundationDesirable:ITIL intermediate, preferably Service OperationMCDST or similar technical qualificationKepner Tragoe High Severity Incident Management

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Ernst & Young

Building a better working world
(0) | +50 trabajos publicados
Argentina Argentina
Diciembre de 2015

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