Emmy Lou Nueva España

Oversee the management and resolution of incidents that impact the business operations of our organization. This includes but is not limited to:

• Develop and implement incident management policies and procedures.
• Coordinate and collaborate with other teams within the organization, including IT, security, and business units, to resolve incidents and prevent future occurrences.
• Lead a team of incident responders and coordinate their efforts during an incident.
• Continuously improve incident management processes to ensure that they are effective and efficient. This includes identifying areas for improvement, implementing changes, and measuring the effectiveness of those changes.

Responsible for minimizing the impact of high severity IT incidents and ensuring the best possible level of service quality and availability are maintained. This includes but is not limited to:

• Manage high severity IT incident issues with a huge impact on operations globally with the end goal of restoring the IT service to normal as soon as possible
• Lead the different Technical teams (Network, Systems, IT Support groups, etc.) in resolving high severity issues
• Point of escalation for all IT Incidents in all TaskUs’ sites around the globe
• Communicates with executives and stakeholders to provide significant updates regarding high severity incidents
• Create a detailed Root Cause Analysis (RCA) document to avoid the recurrence of high severity issues
• Analyze top ticket drivers globally and per region, and create a deck to be used for strategic planning of executives
• Review and verify lost hours (financial losses) tickets to gain a better understanding of the impact of IT incidents on Operations
• Support the recruiting and selection process for the hiring and onboarding of new staff/s and ensure that all necessary training is made available

Manage a Global Service Desk Analysts and ensure that they provide efficient and effective support to end-users: This includes but is not limited to 1

• Developed and implemented policies, procedures, and best practices for the IT service desk to ensure that it operates efficiently and effectively.
• Identified and resolved complex technical issues that are escalated from the service desk team.
• Monitored and analyzed Service desk metrics to identify trends, identify areas for improvement, and implement appropriate corrective actions.
• Collaborated with other IT teams to ensure that service desk processes and procedures are aligned with overall IT service management goals and objectives.
• Provided training and coaching to service desk analysts to ensure that they have the necessary skills and knowledge to provide excellent customer service.
• Provided regular performance feedback to service desk analysts and conducting performance evaluations.
• Managed vendor relationships with third-party service providers, ensuring that they meet service level agreements and provide high-quality services.
• Participated in weekly group meetings, discussions, and company staff meetings.

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries. This includes but is not limited to:

• Ensured that end-users are able to work efficiently and effectively with the technology they use.
• Diagnosed and resolved technical issues reported by end-users
• Managed incidents and ensured they are resolved in a timely manner.
• Handled service requests, such as account creation and software installations.
• Monitored systems and performed routine maintenance tasks to ensure that they are running optimally.
• Communicated with end-users, other IT teams, and management to ensure that issues are resolved in a timely and efficient manner. Provide regular updates on the status of incidents and service requests.
• Monitored Alerts from different monitoring tools and escalated to the appropriate support functions
• Monitored and escalated P1 and P2 issues to the Incident Management Team.