Incident Manager

Job Description

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

ExxonMobil is one of the world's largest publicly traded international Oil and Gas Company, providing energy that helps underpin growing economies and improve living standards around the world. ExxonMobil uses innovation and technology to deliver energy to a growing world. We explore for, produce and sell crude oil, natural gas and petroleum products. We operate facilities or market products in most of the world's countries and explore for oil and natural gas on every continent.

We are EMIT. ExxonMobil’s Information Technology arm with over 6,000 associates working globally to provide IT guidance and support to one of the world’s most established companies. But aside from that, we’re a hip crew of technologically smart and savvy individuals, and we make a great team. One that focuses on collaboration, encourages creativity, and embraces change. We’re continuously advancing across multiple platforms, driving strategy and innovation through global digitization and technology enablement, in order to keep ExxonMobil at the top. Through its different affiliates, ExxonMobil has been present in Argentina for over 100 years, helping satisfy our country's energy needs.

For more information please click on the following link

The primary purpose of the EMIT Operations Center (EOC) Incident Manager (MIM) role is to reduce the business service downtime and the impact of a major IT incident as much as possible.

Main focus areas of the role include leading, facilitating, coordinating and driving technical support teams, and regular, effective communications to senior management during a major IT incident. The role provides leadership with metrics and insights related to major IT incidents

The MIM role is responsible for understanding the Business Lines and the IT organization of ExxonMobil, and to develop a solid understanding of the applications and infrastructure components supporting the business units. The MIM role is expected to use business/technology knowledge to rapidly execute the Incident Management process for the major incidents in scope. This includes:

• Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue.
• Ensuring that the appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the client impact.
• Making decisions required to reduce client impact
• Collaborate with the EOC Business Services Monitoring (BSM) team
  • Identify trends on the monitored IT systems that could impact business operations
  • Develop monitoring tools for timely identification of incidents and trends that could lead to an IT incident
• Understand the triggers and root causes of major IT incidents through data analytics
• Facilitate problem management activities to identify incident’s root causes.
• Collaborate with the EMIT Service Towers and Applications on issue resolution and continuous improvement on the reliability of the services those provide

• 5+ years of experience in the IT organizations
• Experience in both INF & APPS organizations
• Experience in operational IT incident/problem management
• Creative thinking with a high degree of innovation and self-motivation.
• Strong analytical and problem solving skills; knowledge of how to leverage large amounts of data and technology
• Ability to prioritize, attention to details

(*) 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."