Incident Manager

hace 6 horas

Heredia, Costa Rica Vmware A tiempo completo

**The Elevator Pitch: Why will you enjoy this new opportunity?
**

Are you passionate about learning innovative technology and solving complex problems for VMware's Top 100 Global Customers?
Are you comfortable stepping into difficult and complex situations involving multiple key stakeholders and setting the path to resolution?
If so, VMware has an Incident Management role for you.
You will be working on the latest and top-of-the-line technology suite, becoming an expert in the industry all while serving as a crucial member of our Global Support Team
**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
**

As an Incident Manager, you are laser-focused on helping our customers by creating environments that foster collaboration and precise execution in crisis situations.
This individual will act as VMware's ambassador to our top Global Customers and as the customer's advocate within VMware.
In this role you will:

- Learn VMware Global Support processes and procedures and begin managing moderate customer incidents.
- Learn VMware products and services.
- Set individualized goals aligned with the larger VMware Escalation Management strategy.
- Demonstrate your ability to take control of incidents by establishing open communication and leveraging your resources both internally and externally.
- Learn to operate as part of a 24X7 global team of Incident Managers and ensure perfect handover of critical issues to other regions
- Actively participate and drive incremental improvements to our Incident Management Runbooks through process creation, tool building and participating in post-incident reviews
- Ensure internal readiness at all times by first attending, participating and then eventually lead training sessions, simulations and drills.
**The Work: What type of work will you be doing?
What assignments, requirements, or skills will you be performing on a regular basis?
**

As an Incident Manager, you will be responsible for managing complex customer incidents by providing executive updates to external and internal audiences, enabling collaboration across VMware resources, and bringing critical situations to a resolution.
The Incident Manager must excel at situational appraisal, problem analysis, troubleshooting methodologies and have the ability to influence quick resolutions.
The Incident Manager role is an individual contributor and does not manage any direct or indirect reports.
To be successful in this role, you will:

- Provide clear and concise communication that inspires confidence to internal and external stakeholders.
- Ask the right questions to ensure clarity and alignment across teams during high-stress situations.
- Ensure that everyone involved understands the issue, the action plan, and the path to remediation/resolution.
- Ensure that each participant understands the incident management process and their role in that process.
- Set clear incident resolution objectives (exit criteria) and timings.
- Provide direction and time management and keep the resolution effort on track and moving forward.
- Drive the technical root cause analysis process by crafting the correct technical teams and driving the technical remediation plan.
- Build relationships across VMware to enable effective collaboration to resolve complex situations involving one or many VMware products and services.
- Look ahead to proactively prevent other customers from hitting similar situations by implementing process improvements, creating knowledge, or building tools.
- Work in an environment of trust, ongoing development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a highly skilled peers and a leadership team involved in and committed to your success.
**The Skills, Abilities, and Experience that will help you in this role**:

- Escalation / Incident Management Experience in a similar role/company.
- The ability to make informed, difficult, yet decisive decisions.
- Experience and knowledge of Escalation Management frameworks such as ITIL.
- Experience with Root Cause and Corrective Action analysis.
- Experience and the ability to demonstrate strong negotiation, mediation, and conflict management skills
- Experience working with multiple levels of stakeholders both internally and externally.
**What is the leadership like for this role?
What is the structure and culture of the team like?
**
- The hiring manager for this role is the Director of Escalation Management with a supporting team of Senior Managers and Supervisors
The role fits into an organization that encourages self-determination and creativity in problem solving, and is built on a strong foundation of empathy, trust, and transparency.
The leadership team is devoid of hierarchical barriers, and banks on collaborative, team-driven decisions.
**Is this role Remote, Hybrid, or Onsite?
**

**What are the benefits and perks of working at VMware?
**

LI

  • Service Cordinator

    hace 2 días

    Heredia, Costa Rica Kyndryl A tiempo completo

    562579BR **Why Kyndryl** Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are...

  • Service Cordinator

    hace 2 horas

    Heredia, Costa Rica Kyndryl A tiempo completo

    562579BR**Why Kyndryl**Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them.We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong.Our people are actively...

  • Service Cordinator

    hace 5 días

    Heredia, Costa Rica Kyndryl A tiempo completo

    571374BR **Why Kyndryl** - Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are...

  • Incident Communications Manager

    hace 5 horas

    Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionExperian is the world's leading global information services company.During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence.We help individuals to take financial control and...

  • Service Cordinator

    hace 5 horas

    Heredia, Costa Rica Kyndryl A tiempo completo

    476155BR**Why Kyndryl****Your Role and Responsibilities**This role manages Severity 1 Major Incidents that are impacting the client on a production or financial environment.The Major Incident Manager (MIM) is expected manage and take the leadership/Ownership of the incident and coordinate all the action plans, ETAs, follow ups required to accelerate the...

  • Risk Manager, Incident Mgmt, Global Product

    hace 4 días

    Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Bachelor’s Degree - 5+ years' program management, risk management, or legal experience - Experience using oral and written communication to propose complex solutions and explanations - Experience defining and delivering business requirements - Experience managing multiple projects and work streams - Experience working with and presenting to business...

  • Cyber Incident Response Lead

    hace 6 horas

    Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HomeDepartment: Legal & ComplianceSchedule: Full TimeShift: Day Shift**Company Description**:Experian is the world's leading global information services company.During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower...

  • Cyber Incident Response Team Lead

    hace 5 horas

    Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionExperian is the world's leading global information services company.During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence.We help individuals to take financial control and...

  • Senior Security Incident Responder

    hace 5 horas

    Heredia, Costa Rica Tebra A tiempo completo

    **About the Role**:A security engineer to join our team to focus on threat detection and response protection.In this position, you will investigate security issues using log data, networking tools and big data search engines to stop threats impacting our internal and external customers.You will be part of Tebra's security team as a trusted resource to help...

  • Project Manager Itil

    hace 5 días

    Heredia, Costa Rica NTT Data Services A tiempo completo

    **Req ID**: 228478 We are currently seeking a Project Manager ITIL to join our team in Heredia, Heredia (CR-H), Costa Rica (CR). - 5-7 Years’ Experience in Service Management Domain(Incident, Change & Problem) anyone as primary and should be well versed in ITIL processes and standards - Run Daily Cadence with Key Stakeholders for updates/progress on...

  • Project Manager Sr.

    hace 5 horas

    Heredia, Costa Rica Sgf Global A tiempo completo

    **Project Manager Sr. (Hybrid)****Heredia, Costa Rica**SGF Global is looking for a Project Manager Sr., for IT enterprise in Heredia, Costa Rica.**Requirements**:- 5-7 Years' Experience in Service Management Domain(Incident, Change & Problem) anyone as primary and should be well versed in ITIL processes and standards.- Run Daily Cadence with Key Stakeholders...

  • Project Manager

    hace 7 días

    Heredia, Costa Rica CM Group A tiempo completo

    The Project Manager is accountable for the overall success of the client project delivery from requirements discovery to implementation and acts as the primary contact for the Client for the duration of the project. Your daily activities will be: - End-to-end Accountability for project delivery - Acts as the primary point of contact for the client during...

  • Support Readiness Manager

    hace 4 días

    Heredia, Costa Rica Experian A tiempo completo

    Company Description **About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five...

  • Customer Success Manager

    hace 12 horas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:A Customer Success Manager (CSM) is a trusted advisor to Auxis' customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management.The CSM provides the necessary client liaison support, and daily technical service delivery, to ensure delivery of world class IT support...

  • Senior Project Manager

    hace 2 días

    Heredia, Costa Rica CM Group A tiempo completo

    Description The Project Manager is accountable for the overall success of the client project delivery from requirements discovery to implementation and acts as the primary contact for the Client for the duration of the project. Your daily activities will be: - End-to-end Accountability for project delivery - Acts as the primary point of contact for the...

  • Senior Project Manager

    hace 2 horas

    Heredia, Costa Rica Cm Group A tiempo completo

    DescriptionThe Project Manager is accountable for the overall success of the client project delivery from requirements discovery to implementation and acts as the primary contact for the Client for the duration of the project.Your daily activities will be:- End-to-end Accountability for project delivery- Acts as the primary point of contact for the client...

  • Problem Manager

    hace 6 horas

    Heredia, Costa Rica Experian A tiempo completo

    Company Description**About us, but we'll be brief**Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**.In addition, for the last five years...

  • Project Manager Itil

    hace 5 días

    Heredia, Costa Rica NTT DATA A tiempo completo

    **Req ID**:228478 We are currently seeking a Project Manager ITIL to join our team in Heredia, Heredia (CR-H), Costa Rica (CR). - 5-7 Years' Experience in Service Management Domain(Incident, Change & Problem) anyone as primary and should be well versed in ITIL processes and standards - Run Daily Cadence with Key Stakeholders for updates/progress on...

  • Application Process Support L3

    hace 5 días

    Heredia, Costa Rica NTT DATA A tiempo completo

    **Req ID**:235499 We are currently seeking a Application Process Support L3 to join our team in Heredia, Heredia (CR-H), Costa Rica (CR). **Position overview** **Position's General Duties and Tasks**: - Incident Management - liaise with Data Support, SMI and TICM Teams to resolve process related issues - Process Escalation - follow-up with client and...

  • Technical Account Manager

    hace 6 horas

    Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Customer ServiceSchedule: Full Time**Company Description**:**About us, but we'll be brief**Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.We are thrilled to share that **FORTUNE...