Major incident manager - panama city, panama

Our enterprise-level client is seeking to build a team of Major Incident Managers to be located onsite in Panama City, Panama. Please see below for full details:

Job Notes:

• 1 year contract / extensions possible and ongoing
• 5 openings
• Start Date = June 2024
• 24/7/365 environment
• Onsite in Panama City, Panama
• Drug & Background check required
• Bilingual – English / Spanish required – must be ‘business-level’ in both written and spoken communications.

Overview:

The Major Incident Management provides Command and Control over Client infrastructure operations by:

• Functioning as a single point of contact for critical client service escalations – and single source of communications and related information/status.
• Providing Business context, correlation, and prioritization insight across infrastructure operations
• Performing cross functional engagement, escalation and coordination for major business impacting events
• Conducting proactive trend analysis, risk identification and management, and incident avoidance

Roles and Responsibilities:

The Merge IT "aaS” Major Incident Management Center analysts will provide the following support to the client Major Incident Management operations:

• Monitor Major Incident Management hotlines, client Infor center tool, and email for escalation of critical issues/outages impacting client business line. Escalations can be made via the Service Desk, Application teams, and Infrastructure teams.
• Triage and perform impact assessment on all escalations following defined processes, selecting appropriate next steps.
• Cross-Team coordination through conference bridge lines and other communications methods, ensuring all parties drive to resolution.
• Timely communication of potential and confirm business impacting events to the client stakeholders. Status communications through resolution.
• Tracking of all MIM activities and escalations in the MIM event Database
• Proactive monitoring of MIM analytics views, identifying trends, and taking proactive actions as required. Based on proactive analysis, extrapolate, and take actions to manage risks and avoid service disruptions.
• MIM lead role assisting with the managing of the team and ensuring processes are being executed and timely communications occurring.

Skills required for the role:

• Excellent communications skill both verbal and written, and able to communicate succinct, accurate, and timely fashion. Ability to effectively communicate technical issues and challenges to various client business lines.
• Prior experience in Major Incident Management, IT Project Coordination, or IT Project Management preferred.
• Accept responsibility and exhibit a 'take charge' demeanor, be it in managing an incident or facilitating process improvement.
• Ability to lead, motivate and direct technical delivery teams through restoration activities; strong technical aptitude and problem-solving skills with broad understanding of the infrastructure environment, deep, technology-specific knowledge not required.
• Strong process mindset – will be required to adhere to standard processes for tracking activities, handling events and communicating with other parties.
• Analytical skills – ability to identify pattern and trends within data and extrapolate actions.
• Knowledge and experience of ITIL Service Management Lifecycle Framework (Incident/Problem and Change Management) processes with PC Knowledge in IM/MS Outlook/Service Center/SharePoint/MS Office Excel/PowerPoint/Word, etc.
• Ability to work independently and in a team environment in a flexible work schedule as needed to ensure coverage, including working weekends.

Why Choose Merge IT?

We have a team of talented and ambitious professionals that drive growth by identifying and delivering top quality IT talent for our Fortune 100, enterprise-level clients (aka ‘Big Name’ - think big banks, big pharma, etc.). We would love to connect with you! Follow us on social media and be the first to know about open positions, career advice, and insider tips and tricks. Find us by searching @MergeITLLC on Instagram, Facebook, or Twitter or paste this link into your browser: https://compiled.social/MergeITLLC

Merge IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Nothing in this job posting guarantees employment.