IT Engineer I - Incident Manager

Mexico (Remote) /
IT – IT /
Full Time
/ Remote
IT Engineer I.

Would you like to be part of the IT Incident Management team? 
The team is at the forefront of how Kueski handles urgent problems. When you're not putting out one of our biggest fires, you'll procure preventative solutions to address future escalations and help assess the risk of the Kueski platform.

What do you need to join us?
-Knowledge handling escalations, Incidents and Issues on Kueski Operations with aggressive timelines to be resolved.
-Ability to effectively prioritize and execute tasks in a high-pressure environment (multi tasks).
-Time flexibility to work on issues resolution working either onsite or remotely, including in extended and out-of-office hours.
-At least 2+ years on hardware and software hands-on troubleshooting basic experience.
-Good verbal and written communication skills.

How are you going to rock with us?
-End to end responsibility for managing, communicating, escalating, investigating and resolving critical issues on Kueski, ensuring Business updates are timely and of sufficient quality and updated as required. 
-Responsable to write and trigger official Incident Communication using our Incident Report (IR) format.
-Working on incident resolution aligned with defined SLA`s to get resolved any issue as soon as possible.
-Lead technical calls (War Rooms) with high sense of urgency to resolve issues and escalate high impact incidents to the IT Incident  Manager lead.
-Executing local escalation matrix focusing on identifying and resolving conflicts and bottlenecks.
-Ability to evaluate, clarify and confirm Business Impact for any major incident, this leading Triage sessions with solving teams.
-Categorize and classify major incidents. 
-Document incident recovery details in any Incident ticket as in our Post-Mortem document used by Problem Management.
-Supporting Service Desk team in Monitoring and security incidents.
-Supporting Change and Problem management activities. 

All you need to do is get our users satisfied with our service.
Benefits and Perks:
- Major medical insurance
- Stock options
- Flexible work, including working from home 100% Remote 
- Personal Days
- Saving Fund 
- Pantry Vouchers
- 30 day Christmas Bonus