Honeywell Lead Analyst - Incident IRM 

Mexico, San Luis Potosí 

752961265

o Own and drive the oversight of priority incidents in real-time, end-to-end throughout entire lifecycleo Correlate alerts to outages and critical services
o Operational awareness including familiarity with planned changes and activities in the operational environment
o Understand and challenge test and backup plans for emergency changes
o Ensures consistency in data recorded and leveraged in ServiceNow ·
Strategic Oversight & Continuous Improvement
o Evaluate performance against SLAs & KPIs
o Conduct comprehensive post-incident reviews, including root cause analysis and lessons learned sessions to prevent recurrence.
o Prioritize and monitor implementation of follow-up actions with Problem Management and Knowledge Management practiceso Develop, implement, and continuously improve automated workflows and monitoring systems to enhance incident detection, triage, resolution, and reporting processes. ·

• Routinely scans for trending/potential issues, engage appropriate resources and proactively work to minimize impact.
• Collaborate with Change, Problem and Digitization teams operationally and strategically to improve the processes holistically.
• Utilize advanced analytics and reporting platforms to identify trends and patterns in incidents, enabling proactive measures to mitigate potential issues before they escalate.
• Actively participate in ITSM leadership meetings and collaborate with Service Owners and business partners optimize IT Operation.

• People management experience.
• A bachelor’s degree in Information Technology, Computer Science or related discipline is preferred
• Minimum of 7 years of IT Service Delivery within a large, global IT organization
• Exceptional experience in understanding data trends, analytics and translating findings to all levels of leadership.
• Excellent oral, written and collaborative communication skills, including executive level communications
• Demonstrated experience in Microsoft Tools, with exceptional working knowledge of Excel, Tableau, etc.
• Experience running operations across at least two distinct IT services is a must
• Capacity planning, performance optimization experience is a must
• Experience with supporting mission critical IT operations is a must
• Strong understanding of ServiceNow reporting, ITSM functions or any other ticketing platform
• Demonstrated ability to work under pressure
• Experience presenting to and communicating with Executives
• Ability to work in an operational shift schedules, including on-call on weekends and holidays as escalations demand

WE VALUE

• Travel approximately 15%
• The ability to partner effectively across IT teams, suppliers and business customers on cross-functional issues and process improvements.
• The ability to translate business issues / requirements and objectives into technical solutions
• Strong knowledge of IT business processes and practices
• Skilled in partnering with internal customers at all levels to define problems, identify solutions, and facilitate change
• Skilled or proven ability to analyze complex problems and break them down into logical, actionable parts
• Strong interpersonal skills – exceptional coaching, negotiating, effective listening, and teaming
• Self-motivated, demonstrated bias for action
• The ability to be a change agent and promotes positive change in the organization#LI-Hybrid

• JOB ID: HRD262974
• Category: Information Technology
• Location: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
• Exempt