Overview
**Job Role**: Major Incident management**
**Location**: Guadalajara, Jalisco - Mexico**
**Experience and Technical Skills**
- To coordinate conference calls that are conducted for all Major Incidents (service interruptions/outages), along with documenting everything that occurs on the call within the Major Incident ticket.
- Answer incoming calls into the Availability Command Center.
- Initiates and coordinates conference calls for all major incidents.
- Engages all necessary personnel and technical support teams and brings them onto the conference call.
- Acts as a liaison between the technical support teams and the service desk.
- Responsibility for ensuring documentation on the Incident Record (in Infra) is accurate and reflective of the work performed by all technical support during the event.
- Works closely together with the Major Incident Manager (MIM) for each event The
**Required Skills**:
- Excellent communication skills
- Great communicator - Great Listening skills
- Great Writing skills and technical documentation skills.