Why SoftwareOne? Success at SoftwareOne is not defined by what one does for oneself, but by what we offer to our customers, the company, and the employees around us. SoftwareOne employees are energetic, agile, and focused on delivering top-tier Customer Satisfaction and outstanding results. Our leaders motivate and inspire their teams and create a work environment that fosters incredible levels of Employee Satisfaction. We are Humble. Our leaders operate with a high level of Discipline, but can work at Speed and manage change in the global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support approximately 65,000 clients. The role We are thrilled to announce an opportunity to join our team as: Problem & Incident Management Specialist Model: On-site | Full Time - Quito, Ecuador. Job Objective: The Incident Manager is responsible for identifying, analyzing, and resolving recurring issues within the organization’s technological systems and services. This role focuses on minimizing the impact of incidents and preventing recurrence through proactive and reactive analysis. It is crucial for ensuring the stability and availability of technology services and for continuously improving the organization's processes. Key Responsibilities: Incident Management: Identify issues from reported incidents and analyze root causes. Document problems and corrective actions in the problem database. Coordinate and conduct post-mortem analyses following critical incidents. Implement and manage preventive measures to avoid problem recurrence. Coordination and Communication: Collaborate with and mobilize support, development, infrastructure, and other teams to resolve issues. Communicate problem status and corrective actions to collaborators, including managers and clients, as needed. Facilitate problem review meetings and report findings to the management team. Documentation and Continuous Improvement: Keep documentation related to problem management updated, including procedures and resolution guides. Discover possibilities to improve technological and operational processes. Propose and promote the implementation of improvements based on problem and trend analysis. Monitoring and Reporting: Monitor the effectiveness of implemented solutions to ensure that issues do not recur. Generate regular reports on problem management, including performance metrics and trend analysis. What we need to see from you Education: Bachelor’s degree in Systems Engineering, Computer Science, or related fields, with 2-5 years of experience in roles related to incident management, problem management, or technical support in technology environments. Microcomputer infrastructure problem-solving. Analytical and quantitative approach: Experience in using statistical methods, data modeling, and numerical analysis to solve complex problems, generate reports, and provide accurate recommendations. Skills and Competencies: Effective Communication: Ability to clearly communicate technical issues and solutions to various organizational levels. Negotiation: Capable of reaching beneficial agreements and effectively resolving conflicts. Leadership: Ability to guide in analysis development, mobilize involved teams, and facilitate decision-making. Technical Knowledge: Solid understanding of IT systems and interactions, including operating systems, networks, databases, and technological applications. Problem Analysis: Skilled in data analysis to identify patterns and trends indicative of recurring issues. Incident and Problem Management: Extensive understanding of standard methodologies in incident and problem management, preferably within the ITIL framework. Teamwork: Collaborative approach to working with diverse teams and departments. Attention to Detail: Precision in documenting problems and solutions accurately and thoroughly. Proactive Approach: A proactive demeanor to anticipate and resolve issues before they impact business operations. Project Management: Experience in planning and completing projects related to problem resolution. Advanced Excel or BI Tools Proficiency: Competency in using advanced formulas, pivot tables, dashboards, macros, and data analysis to efficiently manage and resolve issues. Desirable Experience: Certifications: ITIL Foundation is preferred, with ITIL Expert or similar IT service management certifications considered an asset. English as a second language. Why should you join our team? A distinct culture that embraces our shared values to foster a positive and encouraging work environment. A variety of training and development opportunities. A work-life balance. Employee Referral Bonus Program. Multicultural team interaction. Giving back to society- employee initiatives. Newest technologies for our customers and colleagues. and more! Job Function Software & Cloud Accommodations SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.