SeniorAdministrator - Critical Incident Management

Job Summary

Senior Administrator – Critical Incident Management (Mexico, Guadalajara, Jalisco)

Key Responsibilities

• Release Coordinator: Planning and coordination of all phases and activities involved in the release of a system or system update into the production environment. Facilitating release planning meetings with key stakeholders and support groups to identify proper sequencing of major and enterprise releases. Ensuring all issues and risks are identified, understood, and addressed to mitigate risk to scope and schedule.
• Change Coordinator: Gathering appropriate information based on the type of change being investigated. Associating related CIs, incidents, and services to the change request. Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing tasks needed to accomplish the change request, and scheduling people and resources for each task. Conducting CAB meetings and tracking all IT production changes, reporting on completion rate, success rate, resources required, and production outages.
• Problem Coordinator: Ensuring that the problems for which they are responsible, including those identified within Availability and Capacity Management processes, progress through the problem management process in a timely and prioritized fashion. Ensuring that the information entered in the problem investigations and known errors is accurate and complete. Verifying structural solutions, closing known errors and problem investigations, and updating the problem investigation with relevant information and status changes.
• Incident Coordinator: Monitoring day‑to‑day incidents, assigning tickets to appropriate teams if not assigned properly. Monitoring SLA’s for incidents to ensure tickets are not breached. Engaging with different teams and working with them in case of escalated or high‑priority incidents on an urgent basis.