Incident Controller Ii

**Who we are**

For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 35,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

**Why we are different**
- Brazilian and privately owned company;
- Agility, flexibility, and innovation are in our DNA;
- Flat organizational structure which enables faster communication and decision making;

**Take a look for yourself**

Here's one of our own, talking about the culture, space and growth opportunities:
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**Duties & Responsibilities: Incident Management**
- Respond to a reported incident, identifying the cause, and initiating the incident management process.
- Act and be recognized as a single point of contact for all the problems.
- Prioritizing incidents according to their urgency and influence on the business.
- Investigate and diagnose incidents to restore a failed service/functionality as quickly as possible
- Initiate and drive troubleshooting sessions to expedite resolution.
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.
- Verify resolution with end-users and resolve assigned Incidents.
- Draft and send notification to all stakeholders for highlighting the status of incidents.
- Document troubleshooting steps and service restoration details.
- Prepare documents that outline incident protocols such as how to handle security threats or how to correct service failures.
- Create and submit knowledge articles (KBs).
- Identify problems and report appropriately.
- Escalate incidents at risk of breaching Service Level Agreement/Operational Level Agreement.
- Escalate unresolved Incidents to next level.
- Maintains and periodically circulate inventory of incidents under analysis and their current progress and status.
- To review the incident trends in order to plan and drive improvement plans.
- Good communication skills.
- Should be open to work in Incident Management role.
- ITIL Knowledge or Certification
- ** Tools** - Service Now, Nagios, New Relic, Jira, Confluence, MS Office (Excel, PPT), Analytics and RCA tools

**Problem Management**
- Define the problem management processes.
- Coordinate between various teams to identify the root cause of a problem
- Expedite the workaround or permanent solution.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
- Monitor the problems to ensure that the Service Level agreements are met.
- Appropriate dissemination of technical and business impact after major incidents.
- Ensure major problems have the correct level of management escalation
- Obtain complete root cause diagnosis for problems including the assignment of appropriate actions to prevent re-occurrence
- Use problem metrics reports provided by the Global Reporting Team and track to completion including action items
- Ensure management and compliance controls are applied to all aspects of service execution
- Create, drive, track and manage problem records and root cause analyses
- Review and approve problems and agree appropriate action items. Perform quality review
- Escalation of problem resolution issues to senior management
- Communication of problem action items to business approver and if applicable, to the clients businesses, internal technology teams or third party vendors
- Liaison with other Service Management teams for support in delivering Problem Management, including: Change, Configuration, Knowledge, Release and Incident Management