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Incident Manager Operation Center

Location:  Buenos Aires, B, AR
Company:  ExxonMobil

ExxonMobil Business Support Center Argentina S.R.L; empresa afiliada a Exxon Mobil Corporation (*)

Job Role Summary

The primary objective of the IT Operations Center is to understand, monitor and improve IT Services provided to ExxonMobil and its customers. The IT Operations Center consists of the following global teams:

Business Service Assurance – effective monitoring of IT services provided to ExxonMobil business lines, and collaboration with the global IT support teams to reduce the number of IT incidents by timely escalation of emerging issues

Incident management – reducing business service downtime and impact of IT incidents by leading, facilitating, coordinating and driving technical support teams and comprehensive communications to senior management during IT incidents.

Continuous IT service improvement - deliver value-added analytics that enhance operational decision making. Provide leadership with metrics and insights related to major IT incidents. Lead improvement initiatives across multiple towers.

Job Role Responsibilities

Understands the structure of the Corporation Business Lines and IT organizations

Utilize top notch business/technology knowledge to reduce major incidents, improve monitoring, potential incident detection and analytics to continuously improve the reliability of IT services

Leads major IT incidents, acts as a coordinator between the IT support teams and the business lines

Ensure appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the client (internal/external) impact.

Participates in the Change Review and Incident Resolution Team meetings to explore the potential deficiencies

Job Knowledge, Skills and Abilities:

-Bachelor’s or Master’s degree from an accredited university in an IT related field: Computing Engineering/Licentiate in Information Analysis (preferred), Computer Science, Electronic Engineering, etc.

-10+ years of relevant experience in IT infrastructure and application support

-The position is in Buenos Aires and relocation is not available.

-IT process mindset ---familiarity with incident / change management standards

-Desire and ability to learn new technologies, business processes and communication protocols

-Technical expertise in at least one of the following IT service areas: Applications, Server, Storage, Network, Middleware, Mainframe, Cloud solutions

-Personality traits such as critical thinking, logicalreasoning, problem solving, active listening, and ability to influence without authority

-Strong English communication skills both written and verbal

-Strong analytical and problem solving skills; knowledge of how to leverage large amounts of data and technology

-Experience working in Agile teams

-Desirable: ITILv3, CSM



(*) Afiliada ExxonMobil significa Exxon Mobil Corporation y/o toda persona, individuo, sociedad de persona, sociedad con responsabilidad limitada, sociedad anónima, fideicomiso, sucesión, asociación no constituida, representante, joint venture u otra entidad, directa o indirectamente controlante, controlada por Exxon Mobil Corporation o bajo control común con Exxon Mobil Corporation. Para los fines de esta definición el término "control" (incluyendo los términos "controlante" y "bajo control común con") significa posesión, directa o indirecta del poder para dirigir o disponer la dirección del manejo y políticas ya sea a través de la titularidad de títulos, acciones, cuotas o cualquier otro documento con derecho a voto, o por contrato o de otro modo, respecto de cualquier persona, individuo, sociedad de personas, sociedad con responsabilidad limitada, sociedad anónima, fideicomiso, sucesión, asociación no constituida, representante, joint venture u otra entidad."

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