This position is only accepting applicants already located in Costa Rica

 

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider leading the AI and Digital Revolution, with $20 billion in annual revenue, combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for large public and private organizations worldwide. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps customers and partners conceptualize, test, and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution, and integration capabilities.

With nearly 10,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 13 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation, and leadership focus on diversity and inclusion. With this culture at its foundation, WWT bridges the gap between business and technology to make a new world happen for its customers, partners, and communities.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing as IT Incident & Response Manager?

The Incident/Problem Manager is responsible for driving and managing the efficient resolution of daily IT-related Incidents, Problems, and Outages that impact WWT’s enterprise. This role ensures that standardized methods and procedures are used for efficient and prompt handling of all Incidents, Problems, and Outages to minimize the impacts on service quality.

The role will interact daily with the Global Service Desk, working to drive the efficiency and effectiveness of these processes, including the adherence to Service Levels. Considering the relationship between the various disciplines, the Incident/Problem Manager should also be well-versed in Change Management and Service Level Management while leveraging the ServiceNow Platform.

Responsibilities:

Execute the Incident, Problem, and Outage Management process and procedures in adherence to defined policies. Drive Service Management best practices and ITIL process standardization and adoption; ensure process adherence and incident handling according to SLAs. Drive consistency and accuracy of the Incident, Problem, and Outage Management processes through Continual Service Improvement (CSI). Assist IT leadership and stakeholders in identifying Incident, Problem, and Outage Management process improvements. Accountable for the confirmation of Root Cause Analysis and Problem resolution within a given target duration. Act as the primary coordination point for all Problem Management issues, including escalation. Define Incident, Problem, and Outage Management reporting (metrics, KPIs, and customer SLAs).