We are thrilled to announce an opportunity to join our team as:

Change & Incident Management Analyst

Model: On-site |  Full Time - Quito, Ecuador. 

Job Objective:

The Incident Manager is responsible for identifying, analyzing, and resolving recurring issues within the organization’s technological systems and services. This role focuses on minimizing the impact of incidents and preventing recurrence through proactive and reactive analysis. It is crucial for ensuring the stability and availability of technology services and for continuously improving the organization's processes.

Key Responsibilities:

Incident Management:

• Identify issues from reported incidents and analyze root causes.
• Document problems and corrective actions in the problem database.
• Coordinate and conduct post-mortem analyses following critical incidents.
• Implement and manage preventive measures to avoid problem recurrence.

Coordination and Communication:

• Collaborate with and mobilize support, development, infrastructure, and other teams to resolve issues.
• Communicate problem status and corrective actions to collaborators, including managers and clients, as needed.
• Facilitate problem review meetings and report findings to the management team.

Documentation and Continuous Improvement:

• Keep documentation related to problem management updated, including procedures and resolution guides.
• Discover possibilities to improve technological and operational processes.
• Propose and promote the implementation of improvements based on problem and trend analysis.

Monitoring and Reporting:

• Monitor the effectiveness of implemented solutions to ensure that issues do not recur.
• Generate regular reports on problem management, including performance metrics and trend analysis.