Incident Manager
Paramo Technologies
Buenos Aires, Argentina
hace 1 día

We are....

a cutting-edge e-commerce company developing products for our own technological platform.Our creative, smart and dedicated teams pool their knowledge and experience to find the best solutions to meet project needs, while maintaining sustainable and long-lasting results.

How? By making sure that our teams thrive and develop professionally. Strong advocates of hiring top talent and letting them do what they do best, we strive to create a workplace that allows for an open, collaborative and respectful culture.

What you will be doing....

As an Incident Manager , you are part of a dynamic team that is the first line of defense in making sure any incidents, monitoring events, or service requests are quickly identified, logged, communicated, and appropriately dealt with either through known resolution procedures or escalation.

You will work closely in tandem with support teams and other IT functions such as infrastructure, networks, and software development.

We are looking to recruit a methodical and detail-oriented Incident Manager who will be doing the following :

  • Act as Incident commander during major incidents to ensure efficient and effective incident process is followed, including recognition, triage, communication, escalation, documentation and updates.
  • Handle multiple incoming Events and Reports : acknowledge, interpret, prioritize, document, investigate & resolve (or escalate), and notify.
  • Provide comprehensive first-tier IT support for the efficient resolution of incidents.
  • Assist in Root Cause Analysis with teams involved in incidents
  • Ensure lower-priority incidents are handled and followed through to completion.
  • Provide excellent customer service skills, problem-solving skills, technical thinking / reasoning skills, and a high level of individual judgment to ensure customer satisfaction.
  • Plan and participate in Incident Post Mortem review meetings
  • Work with related teams to ensure problem management tasks are identified and completed
  • Identify potential systems problems and escalate to internal or external teams for resolution.
  • Further develop technical aptitude and customer service knowledge, skills, and abilities.
  • Take ownership of and log all customer interactions, and ensure follow-ups are made.
  • Provide and communicate timely feedback to internal and external customers via phone, email, or other forms of communication.
  • Perform related tasks as needed or assigned.
  • Knowledge and skills you need to have

  • 2+ years of incident management or incident coordinator experience .
  • Degree or technical certificate with two or more years of technical support experience, OR comparable training with technical support experience.
  • Excellent English and Spanish communication skills, both verbal and written.
  • Ability to quickly analyze issues and determine possible causes, and to identify appropriate solutions or escalation paths.
  • A high aptitude for problem-solving is required.

  • Ability to understand and empathize with customer concerns / issues, remaining committed to providing quality results.
  • Ability to apply discretion resulting in appropriate / desired resolutions.
  • Autonomous, detail-oriented, highly organized, and quick to adapt to changes.
  • Ability to work on a rotational shift basis, on weekends, and outside of typical business hours.
  • Ability to connect and build relationships with customers via virtual methods, phone, email, and instant messaging.
  • Bonus points for the following

  • Experience in a technology support organization.
  • Prior Service Desk and / or Incident management experience
  • Experience supporting remotely located end users, and an understanding of the impact of technology on the business.
  • ITIL® Foundation certification.
  • Why choose us?

    We will give you the opportunity to be the best version of yourself, develop professionally and create strong working relationships working remote or on site.

    While offering a competitive salary, we also invest in our people's professional development and want to see you grow and love what you do.

    We are dedicated to listening to our team's needs and are constantly working on creating an environment in which you can feel at home.

  • If this sounds like the place for you, contact us now!
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