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Major Incident Management Analyst

Req #: 17000ARZ_en
Location: Guadalajara, JAL MX
Job Category: Information Technology
Date Posted: 12/18/2017 2:59:57 PM
Baxter International


Primary Responsibilities and Activities
  • Leads Major Incident bridge calls for issues that have a significant business impact to Baxter
  • Engages the technical teams required to investigate and resolve the issue
  • Facilities and drives the bridge call to ensure that progress is being made towards restoring service
  • Escalates to technical team leadership as appropriate
  • Develops and distributes regular status updates to key IT and business stakeholders
  • Maintains a detailed log and timeline of all activities (issue start time, technical team engagement, restoration, etc.)
  • After service has been restored, works with technical teams to perform Root Cause Analysis (RCA) and identify and document preventative measures and follow-up actions
  • Oversees the creation and maintenance of Knowledge Articles (i.e., Known Errors, Workarounds, etc.)
  • Performs governance activities for the Major Incident, Problem and Knowledge Management processes (process adherence, issue resolution, etc.)
  • Develops and delivers management reports covering outage details, root cause, trending, etc.
  • Acts as subject matter expert in all topics related to the Major Incident and Problem Management processes
  • Supports Problem and Major Incident process improvement initiatives


Experience Requirements:
  • At least 4 years in a similar role as a Major Incident and/or Problem Management Analyst
  • Experience leading restoration efforts for critical infrastructure and/or application issues
  • Experience with Problem Management techniques such as “5 Whys”
  • Strong understanding of IT Service Management (ITSM) toolsets such as Remedy
  • Knowledge of other ITSM process areas, including Service Desk, Knowledge Management and IT Change Management
  • Experience working in a global setting is a big plus
  • Experience collaborating with cross-functional teams and resolving conflicts when they arise
  • Bachelor’s degree required
  • ITIL Foundation certification is highly desired
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