Senior IT Operations Analyst

hace 4 semanas


Paraíso, Paraíso, Costa Rica Edwards Lifesciences A tiempo completo

At Edwards Lifesciences, we are seeking a highly skilled and experienced Senior IT Operations Analyst to join our team. As a key member of our IT department, you will be responsible for managing, implementing, and facilitating the end-to-end process and resolution of major incidents reported through IT, including the ServiceNow platform.

The ideal candidate will have excellent facilitation, communication, problem-solving, and analytical skills to provide efficient and effective support to internal IT team members and stakeholders. You 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 as it relates to major incidents, problem management, and root cause analysis.
  • Coordinate, receive, document, and manage major incidents reported across IT; communicating with stakeholders and customers regarding incident status and resolution follow-up actions.
  • Analyze and prioritize incidents based on urgency and impact.
  • Act as the main point of contact/SME for major incidents, problem management, and root cause analysis; collaborating 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.

Requirements:

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

About Edwards Lifesciences:

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. We are driven by a passion to help patients and collaborate with the world's leading clinicians and researchers to address unmet healthcare needs. Our goal is to improve patient outcomes and enhance lives.


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