Support and Incident Coordinator, Digital Platform Delivery
LLA
Panama
hace 1 día

What's The Role?

Reporting to the Digital Platform Operations Lead and ensuring that and support incidents from any Digital Platforms (including legacy issues) are tracked and resolved by the appropriate teams operating effectively across the LLA, N+5 role is at the heart of our Digital Support process.

The Support Coordinator will use their digital, technical and organizational experience to ensure adherence to service level agreements while contributing and driving supportability of the Digital Platforms across LLA.

What You ll Do

  • Communicates and actively manages any OPEN incidents ensures timely resolution of operationally impacting incidents according to priority.
  • Drive operational and platform improvement based on incident resolution and the need to improve supportability and reliability of the platform.
  • Tracks and supports any technical and business issues that prevent optimal functioning of the digital platforms.
  • Coordinates with other support organizations to manage escalated issues.
  • Coordinates with other support platforms and processes to track incidents and improve operational processes.
  • Manages Business as Usual (BAU) Platform escalations and requests for support ensure issues and incidents are correctly handled.
  • Manage issues and requests coming from external and internal customers.
  • Mobilizes appropriate stakeholders and resources to get issues resolved.
  • Bridges Waterfall and Scrum methodologies as necessary Drives Agile adoption and ways of working.
  • Helps to Source and Engages subject matter experts and stakeholders from the clusters to resolve any technical or business operational issues.
  • Coaches and Mentors team members and the wider audience on Agile Methodologies and principles.
  • With the Digital Operations and Platform Leads, the support coordinator lead acts as a guardian for support and incident management within the digital platform.
  • Will work across multiple Squads or across multiple lines of business

    Knowledge And Experience

  • Graduate level (Bachelors or higher) degree in Information Technology or related field. Significant technical centric job experience (10+ years) can count in place of technical degree.
  • Project Management, Scrum Master and Agile Qualifications preferred.
  • AWS Cloudwatch, Jira Service Desk, Dynatrace, ELK experience preferred .
  • Knowledge of Technical Support and Incident Management tools (Jira, SCCD and others).
  • Grasp of methodologies, frameworks and tools to manage and support and incidents in an Agile working environment.
  • Knowledge of Incident and Technical Support Lifecycle and incident Management.
  • Who We Are

    We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica.

    We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

    Why join us

    Technology excites us enables us and drives us. We re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing beat.

    Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

    Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy / childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and / or local laws.

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