BANAMEX - Major Incident Officer

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Job Overview

The Engineer Intmd Analyst is an intermediate level position responsible for a variety of engineering activities including the design, acquisition and development of hardware, software and network infrastructure in coordination with the Technology team. The overall objective of this role is to ensure quality standards are being met within existing and planned frameworks.

Responsibilities:

• Provide assistance with a product or product component development within the technology domain
• Conduct product evaluations with vendors and recommend product customization for integration with systems
• Assist with training activities, mentor junior team members and ensure team’s adherence to all control and compliance initiatives
• Assist with application prototyping and recommend solutions around implementation
• Provide third line support to identify the root cause of issues and react to systems and application outages or networking issues
• Support projects and provide project status updates to project manager or Sr. Engineer
• Partner with development teams to identify engineering requirements and assist with defining application/system requirements and processes
• Create installation documentation, training materials, and deliver technical training to support the organization
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-5 years of relevant experience in an Engineering role
• Experience working in Financial Services or a large complex and/or global environment
• Project Management experience
• Consistently demonstrates clear and concise written and verbal communication
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
• Demonstrated analytic/diagnostic skills
• Ability to work in a matrix environment and partner with virtual teams
• Ability to work independently, prioritize, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Proven track record of operational process change and improvement

Education:

• Bachelor’s degree/University degree or equivalent experience

Objetivo del Puesto

Asegurar la gestión eficiente, oportuna y controlada de incidentes tecnológicos de alto impacto (incidentes mayores), minimizando la afectación al negocio mediante la coordinación de equipos técnicos y de negocio, la comunicación efectiva con stakeholders y el seguimiento hasta la resolución y cierre formal del incidente.

Responsabilidades

• Liderar la gestión de incidentes mayores de tecnología, desde su reporte inicial hasta su cierre.
• Coordinar equipos multidisciplinarios (infraestructura, aplicaciones, redes, proveedores, etc.) para la restauración del servicio en el menor tiempo posible.
• Establecer y dirigir llamadas técnicas para agilizar la comunicación durante la atención del incidente.
• Mantener comunicación clara, oportuna y ejecutiva con stakeholders clave (negocio, alta dirección, operaciones, etc.).
• Asegurar el cumplimiento de SLAs y KPIs definidos para la gestión de incidentes.
• Documentar líneas de tiempo, acciones y decisiones relevantes durante el incidente.
• Escalar oportunamente cuando exista riesgo de impacto mayor o retrasos en la resolución.
• Identificar y coordinar acciones de contención, workarounds y solución definitiva.
• Colaborar con el proceso de gestión de problemas cuando aplique.
• Impulsar mejoras continuas en el proceso de gestión de incidentes.
• Participar en simulacros y preparación ante incidentes críticos.

Habilidades requeridas

• Habilidad para trabajar bajo presión y liderar equipos multidisciplinarios y gestión de conflictos.
• Toma de decisiones rápida y basada en datos.
• Comunicación ejecutiva y técnica.
• Pensamiento analítico y estructurado.
• Capacidad de coordinación y negociación.
• Orientación a resultados y sentido de urgencia.
• Conocimiento en ITIL (V3 y V4 – certificación deseable).
• 1 a 3+ años en gestión de incidentes en entornos tecnológicos complejos.
• Experiencia comprobada en el sector bancario o financiero (Deseable).
• Conocimientos sobre arquitecturas tecnológicas bancarias (infraestructura on-premise y cloud, bases de datos, middleware, core bancario, APIs, ATMs/POS, etc.).
• Experiencia en manejo de herramienta de ticketing (Service Now, Jira, Remedy, etc.).
• Inglés intermedio - avanzado

Formación Académica

Titulado en Ingeniería en Sistemas, Informática, Telecomunicaciones o carrera afín.

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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