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Urgent! Advisor incident management bilingue Job Opening In Bogotá – Now Hiring Unisys

Advisor incident management bilingue



Job description

What Success Looks Like In This Role

Proporciona soporte de Integración y Gestión de Servicios (SIAM)
o actúa como gerente de servicios para el soporte interno de un cliente y compromisos con socios estratégicos.

Integración y Gestión de Seguridad

  • Responsable de la entrega diaria de los procesos SIAM, incluyendo:

o Apoyar el trabajo colaborativo entre proveedores y entre los equipos de Unisys,

o Monitorear los tickets dentro de las herramientas de gestión de servicios, tanto de Unisys como de los proveedores, en función de objetivos de integridad, calidad, etc.,

o Trabajar con los gerentes de Gestión de Niveles de Servicio (SLM) y de reportes para asegurar que se informen y hagan seguimiento a los objetivos específicos del proceso,

o Rastrear las actividades relacionadas con el proceso dentro de cada registro de obligaciones (de Unisys y de los proveedores) y recopilar información clave / evidencia de cumplimiento,

o Facilitar reuniones específicas del proceso, cuando se requiera (incluyendo asegurar que se hayan creado insumos, resultados y agenda específicos), y

o Aportar en el desarrollo de cualquier documentación relacionada con áreas específicas del proceso.

  • Mantiene los documentos procedimentales de SIAM y las políticas relacionadas.

  • Supervisa el desempeño de los proveedores:

o Actuando como punto de escalamiento para cualquier problema relacionado con el proceso bajo su responsabilidad, y

o Asistiendo a revisiones de desempeño con proveedores (según se requiera), para revisar el rendimiento operativo incluyendo el cumplimiento de los niveles de servicio y los indicadores clave de desempeño.

Gestión de Servicios

  • Lidera un equipo virtual; define y coordina las responsabilidades diarias para el soporte interno y los socios estratégicos.

  • Garantiza una comunicación y coordinación efectivas de los esfuerzos de resolución de problemas entre los equipos de soporte, equipos de cuenta, personal de servicio en campo y clientes.

  • Compila, analiza e informa datos estadísticos y tendencias relacionadas con el cumplimiento de los niveles de servicio y la eficacia operativa.

  • Proporciona informes de progreso regulares y actualizaciones a la gerencia, identificando áreas de preocupación y oportunidades de mejora.

  • Establece y lidera un programa de mejora continua del servicio para los procesos ESM y servicios de proveedores dentro del alcance.

  • Dirige a los equipos de entrega de servicios en cuanto a las políticas, procesos y planes que afectan el rendimiento de la entrega de servicios dentro del alcance.

  • Mantiene los perfiles de cuentas y la documentación estándar dentro del alcance, incluyendo requisitos específicos del cliente.

  • Capacita y asesora a los equipos funcionales.

  • Realiza auditorías / revisiones aleatorias periódicas para determinar la precisión de los datos proporcionados y verificar que cumplan con los procesos y políticas ITIL del cliente dentro del alcance.

  • Participa en la creación del Documento de Entendimiento (DOU) de SLM con socios estratégicos.

  • Trabaja estrechamente con Gestión de Servicios para monitorear proactivamente el desempeño de los SLA y toma las acciones adecuadas para el soporte interno y los socios estratégicos.

You will be successful in this role if you have:

BA/BS degree and 6-8 years' relevant experience OR equivalent combination of education and experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at or alternatively Toll Free: Prompt 4).

US job seekers can find more information about Unisys' EEO commitment here.


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