Incident Problem MGMT Sr. Specialist

Incident Problem Mgmt. Sr. Specialist

Responsible for managing the process designed to identify recurrence, severity, and impact of incidents, and to associate common causes with the specific purpose of implementing operational or programming measures that prevent or reduce recurring or critical events.

ESSENTIAL DUTIES AND RESPONSABILITIES: (Other duties may be assigned)

Review the severity and impact of critical incidents (Severity I, II, and III).

Analyze and document the root cause of severe incidents to prevent recurrence.

Prepare IDR documentation to support the impact and severity of incidents.

Log problems in E-Service for correction and follow-up.

Monitor the progress and closure of problems related to critical incidents.

Support incident management with technical expertise in critical or high-volume situations.

Communicate operational risks and collaborate on corrective actions during internal and external audits.

Ensures execution of all key controls including but not limited to SOX controls for role as per assigned roles within established procedures and within approved delegation of authority and authorized limits. Responds to and reviews all escalations or deviations that may be brought to his or her attention. Reports any exceptions to established internal controls and documents any employee.

Job Requirements

Job Scope

Is experienced and applies practical knowledge of the work area typically obtained through advanced education and work experience.

Works independently with general supervision.

The problems faced are difficult, but usually not complex.

Can influence others within the work area through the explanation of facts, policies and practices.

Education

Bachelor’s degree (B. A.) or equivalent university degree in Business Administration, Systems Engineering, or Industrial Engineering.

Experience

Minimum of five (5) years of related experience and/or training; or equivalent combination of education and experience.

CERTIFICATES AND LICENCES

N/A