IT Solutions Operations Coordinator

KQ RH, in partnership with a world-leading multinational company, is creating a modern technology center in Brazil, which will serve as the strategic hub to support all the company’s global units. Join this innovative team and help transform the future of technology!

SUMMARY OF POSITION AND OBJECTIVES:

Responsible for incident, service, and change management, working closely with global teams to ensure rapid service restoration and continuous improvement of service availability. Manages end-to-end communication with stakeholders, oversees and prioritizes service tickets, and supports the IT Service Manager in service management processes. Participates in the Change Management Committee and contributes to the management of the Service Catalog, ensuring proper routing to the responsible teams.

POSITION & OBJECTIVES:

• Monitoring Major (P1 and P2) Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently.
• Chairing conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors.
• Participating in change management board and logging decisions
• Regular notification to senior leaders of status and business impact during major incident situations.
• Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents.
• Ensure proper escalation procedures are followed, and correct support teams are engaged to troubleshoot the issue within timelines. Make sure a group chat is in place and followed by bridge call for all major incidents.
• Email notifications, SMS to be triggered in case of Major Incident within the given timelines.
• Regular follow ups and updated notifications to be sent every 30 minutes based on the priority or whenever valid updates are available.
• Good knowledge in working with MS excel, power point presentation and ready to work in multiple project related activities in scope for Incident management.
• Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.
• Own the program service catalogue in BMC Helix
• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
• Coordinating interfaces between incident management and other service management processes
• Driving the efficiency and effectiveness of the change & incident management processes; producing management information, including KPIs and reports for Incident, availability management.
• Reviewing and auditing the process.
• Assist in developing and maintaining the incident management process and procedures along with global teams.

REQUIREMENTS:

Technology skills:

Mandatory:

• Computer Science/MCA or any other Bachelor’s degree with the right experienceGood collaboration and problem-solving qualities
• ITIL V3/4 foundation
• Good experience with BMC Helix - Important
• Hands-on Service reporting
• Escalations handling
• Change Management
• Excellent written and Oral communication
• Works in conjunction with Continual Service Improvement
• The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.Will be an added advantage if worked on Laboratory related applications.

Nice to have:

• ITIL V3/4 practitioner certification
• Certified ITIL Intermediate (Service Operations)

Additional Information

• Professional working proficiency in English is a requirement, including the ability to read, write and speak in English.
• Location: Indaiatuba/SP
• Work Environment: Hybrid work model, with 1 to 2 days per week onsite at the office.