Job Overview
TE Connectivity is offering this analyst position within the Service Integration and Management (SIAM) team to represent the SIAM Incident Management function in TEIS.
The Major Incident Manager is responsible for managing and coordinating the resolution of major incidents that significantly impact business operations. The role ensures minimal disruption to services by leading a structured, rapid response aligned with ITIL 4 best practices. The individual will work closely with cross-functional teams, vendors, and stakeholders to restore normal service operations as quickly as possible and prevent recurrence through effective problem management practices.
In addition to the Major Incident Management role, the individual will deliver Remote Region Service Desk and be responsible for advanced technical support, and configuration, for IT operations, including defect analysis, pc configuration and administration, and coordination with service providers. Ensures process optimization and improve our knowledge base articles.
Job Requirements
Primary Responsibilities:
- Major Incident Handling:
- Facilitate the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders.
- Act as a point of contact for all assigned major incidents, driving resolution and accountability.
- Ensure adherence to agreed service level agreements (SLAs) and escalation procedures.
- Incident Coordination and Communication:
- Facilitate incident response calls with technical teams and stakeholders.
- Provide timely and clear communication to leadership, customers, and affected business units.
- Issue post-incident reports and service updates to relevant parties.
- Root Cause Analysis & Problem Management:
- Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents.
- Recommend and track corrective actions to prevent recurrence of similar issues.
- Stakeholder Management:
- Build strong relationships with key business and IT stakeholders to ensure alignment on major incident response plans.
- Respond promptly to all requests from management for information and complete all assigned projects in a timely, accurate manner.
- Drive consistency in ITSM process execution across multiple actors.
- Continuous Improvement:
- Drive process improvements and lessons learned from incidents to enhance incident response effectiveness.
- Contribute to the refinement of ITIL 4-aligned processes, including incident, problem, and change management.
- Monitoring & Reporting:
- Maintain accurate documentation of major incidents, including timeline, actions taken, and final resolutions.
- Remote Support & Troubleshooting
- Provide remote technical support for desktops, laptops, printers, and peripherals.
- Troubleshoot and resolve network connectivity issues (Wi-Fi, VPN, LAN/WAN, DNS, DHCP).
- Support users with remote access tools (VPN clients, RDP, Citrix, etc.).
- Diagnose and escalate complex infrastructure issues to higher-level teams as needed.
- Maintain accurate logs and updates in the IT service management (ITSM) system.
What your background should look like
Qualifications:
- 2-3 years of experience in Operational/Service Management/ SIAM
- ADVANCED ENGLISH LEVEL
- Basic knowledge of ITIL 4 practices, specifically incident, problem, knowledge and change management.
- Familiarity with IT service management (ITSM) tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
- Understanding of IT infrastructure components (networks, servers, applications, cloud environments).
- Prefer hands-on experience in end-user support, Windows PC troubleshooting, and understanding issues involving multiple infrastructure components.
- Ability to interpret monitoring and alerting data to support troubleshooting efforts.
- Excellent verbal and written communication and interpersonal skills to engage technical and non-technical stakeholders.
- Ability to interface with all levels of people – customers, support personnel, management – effectively and efficiently.
- Strong meeting facilitation skills
- Strong problem-solving and analytical abilities under high-pressure situations.
- Leadership skills to guide diverse technical teams toward resolution.
- Conflict resolution and negotiation skills to manage competing priorities.
- Ability to remain calm and composed in crisis situations.
Desired:
- Strong attention to detail and organizational skills.
- Ability to work in a fast-paced, 24/7 operational environment.
- Experience with Agile and DevOps environments is a plus.
- Industry certifications such as ITIL 4 Foundation, ITIL 4 are preferred.
#LI-REMOTE
LOCATION: Hybrid/Remote *Aplicantes de Sonora será considerados para un modelo híbrido
