Senior Incident Resolution Specialist
hace 3 semanas
We're PayRetailers, a leading payment solutions provider in Latin America & Africa. Our collaborative work environment encourages creativity and growth, where every employee's contribution is valued. We're seeking a skilled Incident Manager to join our team in Barcelona. Your strong communication skills will be pivotal in coordinating teams and ensuring clear communication throughout the incident response process. You will lead incident analysis and provide actionable recommendations to prevent future incidents, significantly impacting stability and reliability.
Your Responsibilities- Ensure timely and effective handling of high-priority incidents, working closely with IT teams to restore service and minimize impact.
- Lead task forces to resolve major incidents, coordinating between IT and business stakeholders, and managing end-to-end communication.
- Conduct major incident reviews, assist IT managers in identifying root causes, and provide accurate descriptions of impacts and improvement actions for the weekly committee meeting.
- Develop close working relationships with internal clients, providing reporting, KPIs, in-depth analysis, and incident reports.
- Coordinate problem management activities, assist IT teams, and act as a facilitator to monitor progress.
- Promote incident and problem management practices, ensuring teams adhere to these processes.
- Participate in on-call duty and IT crisis standby, rotating with other team members.
- At least 4-6 years of experience in incident management or a related role.
- Strong verbal and written communication skills to convey complex technical issues effectively.
- Adaptability and resilience to thrive in a fast-paced environment, managing multiple incidents simultaneously.
- Collaboration and leadership skills to work with diverse teams, lead incident response efforts, and influence stakeholders.
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