Technical Service Management Lead

hace 7 días


Paraíso, Paraíso, Costa Rica Edwards Lifesciences A tiempo completo

**About Edwards Lifesciences**

We are a global leader in patient-focused medical innovations for structural heart disease, critical care, and surgical monitoring.

Our mission is to help patients regain and improve the quality of their life. We develop devices that replace or repair a diseased heart valve and create new technologies that monitor vital signs in the critical care setting.

**Job Description**

The Sr. Analyst will be responsible for managing, implementing, and facilitating end-to-end processes and resolving major incidents reported through IT, including problem management and root cause analysis.

This position requires excellent facilitation, communication, problem-solving, and analytical skills to provide efficient and effective support to internal IT team members and stakeholders.

The Sr. Analyst will collaborate closely with technical teams, stakeholders, and customers to ensure timely resolution of major incidents.

Key Responsibilities:

  • Develop, create, and implement IT processes and policies related to major incidents, problem management, and root cause analysis.
  • Coordinate, receive, document, and manage major incidents reported across IT; communicate with stakeholders and customers regarding incident status and resolution follow-up actions.
  • Analyze and prioritize incidents based on urgency and impact.
  • Serve as the main point of contact/SME for major incidents, problem management, and root cause analysis; collaborate with technical teams to resolve incidents and restore services.
  • Maintain incident records and documentation in the ServiceNow platform.
  • Develop and maintain key performance indicators, dashboards, and metrics.
  • Identify opportunities for process improvements.

Education and Experience:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 4 years' experience in a related field required.
  • Certification in Major Incident Management (preferably).

Additional Skills:

  • Experience working in a FDA-regulated environment.
  • Intellectual skills: analytical, detail-oriented, organized, and an information seeker.
  • Interpersonal skills: adaptable, collaborative, ethical, persistent, effectively manages stress, and a team player.
  • Strong written and verbal communication skills.
  • Ability to establish and maintain effective working relationships with IT staff.
  • Familiarity with Agile and DevOps methodologies, Service Level Management, and Service Request Management.
  • Knowledge of ITIL incident management processes and procedures.


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