The role holder will lead service recovery of incidents of any threat level, facilitating senior, technical and business calls with key teams and stakeholders. Restore normal service as quickly as possible and minimise the adverse impact to the business. Recover IT systems and services in accordance with business/IT service level agreements in conjunction with technical support teams and in line with global incident management processes. Build and maintain effective working relationships with IT colleagues and business partners.

Responsabilities:

Incident management for LAM region (México, Brazil, Uruguay and Chile)Support teams engagement as requiredIncident communications and updates End to End incident detailed documentation on Service Now Support to problem and outage management practices Conflict resolution during incidents