Incident Response Specialist

hace 1 semana


San José, San José, Costa Rica Damovo A tiempo completo

We are looking for a highly skilled Incident Response Specialist to join our dynamic and growing global ICT organization based in Costa Rica. As an Incident Response Specialist, you will play an integral role owning all incidents and service requests throughout the lifecycle.

Your key responsibilities will include assigning incidents/service requests within an assignment or service group, determining if an escalation is required according to the priority and severity of the issue, and escalating incidents/service requests at risk of breaching Service Level Agreement/Operational Level Agreement accordingly.

You will also be responsible for identifying incidents/requests for review, participating in incident reviews, communicating with customers as needed to provide ticket updates, creating analyses and reports on the progress of work on critical/high-priority incidents and service requests for customers, and attending customer meetings as requested.



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