Support and Incident Coordinator, Digital Platform

hace 1 semana


Panamá, Panamá Liberty Latin America (LLA) A tiempo completo

What You´ll Do
Communicates and actively manages any OPEN incidents - ensures timely resolution of operationally impacting incidents according to priority.
Drive operational and platform improvement based on incident resolution and the need to improve supportability and reliability of the platform.
Tracks and supports any technical and business issues that prevent optimal functioning of the digital platforms.
Coordinates with other support organizations to manage escalated issues.
Coordinates with other support platforms and processes to track incidents and improve operational processes.
Manages Business as Usual (BAU) Platform escalations and requests for support - ensure issues and incidents are correctly handled.
Manage issues and requests coming from external and internal customers.
Mobilizes appropriate stakeholders and resources to get issues resolved.
Bridges Waterfall and Scrum methodologies as necessary - Drives Agile adoption and ways of working.
Coaches and Mentors team members and the wider audience on Agile Methodologies and principles.
With the Digital Operations and Platform Leads, the support coordinator lead acts as a guardian for support and incident management within the digital platform.
Will work across multiple Squads or across multiple lines of business



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