Inicio Inmediato Incident Manager

however, Service Request monitoring will also be part of daily activities2.Ensure Resolution of Service Performance Degradation and Issues : - Be the Incident and Major Incident Coordinator ensuring timely resolution of service performance issues. Ensure as well timely and precise communication with the IT department and end users.- Close collaboration with ITSM process owners. Giving feedback and supporting the development of incident management policies, procedures, and standards.3.Handling of Complaints : - Support managing incoming complaints to ensure customer issues are addressed promptly and effectively.- Analyze complaint data to identify root causes and support implementing corrective actions.4.Service Improvement : - Identify opportunities for service improvement and implement initiatives to enhance service quality.- Collaborate with cross-functional teams to drive continuous improvement efforts.5.Reporting and Communication : - Prepare and present regular reports on service performance, incidents, and complaints to senior management.- Ensure effective communication with stakeholders regarding service performance and improvement initiatives.- Support maintenance of accurate documentation of service performance metricsNetworking / Key Relationships : - End Users- Infrastructure and Support organization- IT Leadership Team- Enterprise Architect- Information Security- PMO- Enterprise Application & Development- Business stakeholders- Vendors / Service providersMinimum Knowledge & Experience Required for the Position : - Bachelor's degree in Information Technology, Business Administration, or a related field.- Minimum of 5 years of proven experience in Incident and Major Incident Management in a complex IT environment.- Strong understanding regarding issues of IT infrastructure, network and applications.- Experience in leading bridge calls or crisis management scenarios.- Hands-on experience with ServiceNow- ITIL Foundation certification is preferred.Skills & Capabilities : - Analytical Skills : Ability to analyze complex data and identify trends, root causes, and areas for improvement.- Communication Skills : Excellent verbal and written communication skills, with the ability to effectively communicate with technical and non-technical stakeholders.- Problem-Solving Skills : Strong problem-solving skills with the ability to think critically and develop effective solutions.- Customer Focus : Strong customer service orientation with a focus on delivering high-quality services.- Leadership Skills : Ability to work with cross-functional teams and drive process improvements.- Adaptability : Ability to adapt to changing priorities and work effectively in a fast-paced environment.Travel Requirements : Not required