Job opportunities
Job opportunities
Incident & Problem Manager
Be part of a team that provides solutions in the knowledge industry with a positive impact. We have more than thirty years of experience empowering our clients through technology, methodology and talent.
We want to be a better company for the world and we know that the best results are achieved through collaboration. That is why we grow, innovate and evolve together.
We value diversity and inclusion. All our searches are open to people with disabilities, regardless of gender, religion, sexual orientation, or any other condition. Join us!
IT Patagonia is seeking an Incident & Problem Manager to strengthen governance in a critical financial environment. The successful candidate will work in a cross-functional role combining operational management, service governance, and continuous improvement through automation. Their primary objective will be to support and ensure the stability of the business's technology solutions.
What will your challenges be?
- Accompanying the crisis rooms (war rooms) during the occurrence of critical incidents in real time.
- Validate compliance with incident management procedures in accordance with current regulations.
- Assess the impact on the organization's channels, products, or customers in order to communicate it effectively.
- Drafting official statements and updates addressed to management levels (management) and business areas.
- Ensuring the quality of the information recorded in ServiceNow, including root cause analysis (RCA) preliminary.
- Prepare reports following the occurrence of incidents and follow up on the resulting preventive actions.
- Participate in tracking problems, monitoring their age (aging) and the closure of the root cause analyses.
- Identify recurring or operational patterns that justify opening and analyzing new problems.
- Monitor compliance with service level agreements (SLA) and average resolution times (MTTR).
- Generate input information for monthly reports on volumes, criticality, availability, and batch processes (batch).
- Maintain and improve control panels (dashboards) of monitoring using the tool Power BI.
- Identify repetitive manual tasks in daily operations and propose workflows for their automation.
- Build flows and scripts (scripts) that streamline the operational work of the area.
- Apply generative artificial intelligence (AI) technologies for incident analysis, executive summaries, and report consolidation.
What do we expect from you?
- Proven experience of between two and four years in incident or problem management in critical environments.
- Advanced or completed academic training in systems engineering, computer science or related fields.
- Intermediate or advanced knowledge of incident management tools such as ServiceNow.
- Familiarity with framework best practices ITIL.
- Proficiency in using data visualization tools such as Power BI at an intermediate level.
- Experience in using office tools Office 365, including Excel and PowerPoint at an advanced level.
- Knowledge of the use and daily application of generative artificial intelligence tools.
- Knowledge of instruction engineering (prompt engineering) for analysis, writing and synthesis.
Intermediate or desirable level in infrastructure fundamentals and the use of databases through basic SQL queries and file debugging CSV.
We offer you
- Flexibility
- Diversity
- Spaces for conversation
- Work & life balance
- Continuous training
Our benefits
5 days off a year to do what you like #PatagonianDays
Semi-annual bonus
by
permanence #BonusPermanence
Days for
celebrate
and take care of yourself #Days Off
