This role is positioned within the IT Service Management team in LATAM and is based in Mexico. The primarily responsible is for Major Incident support within the LATAM Zones with the ability to assist other zones as needed. The purpose of this position is to co-ordinate and deliver IT Services and ensure that they are stable and optimized to drive positive customer experiences and satisfaction. This role primary accountability is to ensure that any critical IT issues affecting the Zone and/or Globe are managed efficiently resulting in minimal business disruption.
Critical Incident Management
· Lead, drive, facilitate and chair all investigation activities, meetings, and conference calls to support Major Incidents.
· Orchestrate appropriate teams and strategic partners to participate and resolve all severity 1 and 2 issues and their underlying causes 24x7x365.
· Drive the escalation process for live service to rapidly resolve critical IT issues and ensure effective communication with IT stakeholders and the business to keep them informed of resolution progress.
· Ensure all documentation and reports are maintained and up to date to support the Major Incident process, including escalation contact information, Send Word Now tool, process , procedures, and knowledge documents.
· Manage Major Incident reporting and documentation to support MBO targets and Audit investigations.
· Evoke and drive Root Cause analysis process for all severity 1 and eligible severity 2 incidents, working with IT towers and strategic partners to return documentation on time, and complete corrective and preventative actions within due dates.
Escalation Point
· Act as single point of contact for IT service and support.
· Manage IT stakeholders’ expectations and requirements for delivery of IT services.
· Act as an escalation point for business users and IT stakeholders for IT service issues.
ITSM Process Execution
· Execute the incident, major incident, request, and problem management processes for regional incidents. Ensure IT provides effective service to regional and local business stakeholders for call logging, event management, incident management, request fulfillment, problem management, and access management, and liaises with IT Operations to deliver effective service asset and configuration management.
· Ensure Service Desk provides effective service to regional and local business stakeholders for call logging, event management, incident management, request fulfillment, problem management, and access management, and liaises with Technology Operations to deliver effective service asset and configuration management.
Process Monitoring
· Ensure Service Level Agreements (SLAs) are delivered in adherence to IT standards and contractual agreements.
· Work with End-to-End team to ensure process adherence and prevent ticket bouncing, and aging.
· Analyze trends and root causes associated with bouncing, aging, and process deviation to evoke improvements specific to knowledge, training, and awareness.
· Review IT Quality concerns and recommend remediation actions or process improvements initiatives to mitigate future occurrences.
· Manage negative Survey responses and coordinate corrective actions with IT tower leads.
· Conduct governance and service reviews (KPIs, SLAs) and manage service improvement initiatives with local tier 2 / 3 vendors.
Problem Management
· Ensure that Problem tickets are returned on time and fully addressed by the owner – 5 Why’s, RCA, Corrective & Preventive actions with dates and status.
Global Command Center
· Host the GCC Monday – Friday on a rotating basis.
· Drive / lead the agenda. Cover outstanding issues of the day.
o Review P1 and P2 incidents in the last 24 hours.
o Cover operations for example Control M, Backups, Challenging tickets, etc.
o Discuss special topics Projects, Changes, etc.
o Cover service desk issues – incidents, service requests, problem tickets.
Qualifications
· Bachelor’s Degree or equivalent working experience, ITIL Certification preferred.
· More than 5 years’ experience working on major incident resolution initiatives specific to enterprise applications and IT infrastructure.
· Extensive experience of formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement.
· A self-starter with high levels of drive, energy, resilience, and a desire for professional excellence.
· Extensive experience with ServiceNow: Incident, Service Request, Problem, and Change.
· Strong operational experience across large scale, global organizations.
· Experience in an IT service management or delivery role operating with complex, distributed IT environments at scale.
· Highly effective planning and prioritization skills.
· Sound decision-making skills under pressure.
· Capability to be present on site in the Mexico office. Three days a week on site. Two days Remote.
· Required that candidate must be fluent in Spanish and English, written and verbal. Written and Verbal skill with Portuguese is also preferred.
Location(s)Mexico, D.F.
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.