Mayor Incident & Response Manager - COSTA RICA

This position is only accepting applicants already located in Costa Rica

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider leading the AI and Digital Revolution, with $20 billion in annual revenue, combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for large public and private organizations worldwide. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps customers and partners conceptualize, test, and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution, and integration capabilities.

With nearly 10,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 13 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation, and leadership focus on diversity and inclusion. With this culture at its foundation, WWT bridges the gap between business and technology to make a new world happen for its customers, partners, and communities.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing as IT Incident & Response Manager?

The Incident/Problem Manager is responsible for driving and managing the efficient resolution of daily IT-related Incidents, Problems, and Outages that impact WWT s enterprise. This role ensures that standardized methods and procedures are used for efficient and prompt handling of all Incidents, Problems, and Outages to minimize the impacts on service quality.

The role will interact daily with the Global Service Desk, working to drive the efficiency and effectiveness of these processes, including the adherence to Service Levels. Considering the relationship between the various disciplines, the Incident/Problem Manager should also be well-versed in Change Management and Service Level Management while leveraging the ServiceNow Platform.

Responsibilities:

• Execute the Incident, Problem, and Outage Management process and procedures in adherence to defined policies.
• Drive Service Management best practices and ITIL process standardization and adoption; ensure process adherence and incident handling according to SLAs.
• Drive consistency and accuracy of the Incident, Problem, and Outage Management processes through Continual Service Improvement (CSI).
• Assist IT leadership and stakeholders in identifying Incident, Problem, and Outage Management process improvements.
• Accountable for the confirmation of Root Cause Analysis and Problem resolution within a given target duration.
• Act as the primary coordination point for all Problem Management issues, including escalation.
• Define Incident, Problem, and Outage Management reporting (metrics, KPIs, and customer SLAs).

• Develop, compile, and deliver Incident, Problem, and Outage Management reports (RCA, Post Implementation Reviews).
• Ensure the quality of Known Error records and the Knowledge Database.
• Conduct root cause analysis reviews, Known Error workaround reviews, and Post Implementation Reviews (post-mortem) of critical events.
• Coordinate and communicate the corrective and/or preventive actions proposed to eliminate the Incident.
• Identify Incidents requiring a Problem, create Problems, coordinate Problem investigation and resolution activities as needed, and ensure problems progress through the Problem Management process in a timely and prioritized manner.
• Work closely with ServiceNow developers to implement solutions that make the utilization of the Incident and Problem processes functional and user-friendly.
• This position responds to critical outage notifications for publication and support after hours.
• This position requires occasional after-hours/weekend support for Major Incident Management and shared coverage for the Change/Release Manager.

Requirements & Abilities:

• Bachelor's degree from an accredited college or proven history of comparable work experience. A degree in Computer Science, Information Systems or another related field is preferred.
• Minimum two years of Incident Management and/or Problem Management.
• Experience with Root Cause Analysis and trending techniques; demonstrated ability to gather and analyze information to determine the true or potential root cause.
• Ability to coordinate resources across different teams to drive corrective and/or preventive action resolution.
• Strong overall understanding of application development and IT infrastructure, including network infrastructure.
• Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM.
• Comfortable with public speaking, presenting project status to senior management, and participating in cross-functional committees and working teams. Ability to interact with all levels of the organization in a professional, diplomatic, and tactful manner.
• The position requires self-motivation and the ability to work effectively under minimum supervision, as well as within a team structure.
• Develop, implement, and improve training and education on Incident, Problem, and Outage Management topics.
• Experience with delivering and operating ServiceNow.

Preferred qualifications:

• ITIL V3 Foundation certification.
• Certified ServiceNow Administrator
• Familiarity with Agile, an iterative and incremental framework for developing and managing work.
• Experience working in a fast-paced environment such as a Service Desk or Network Operations Control Center.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.