IT Problem Coordinator

IT Problem Coordinator

Positions are open to Mexican Citizens and official residents of Mexico.
Location: Guadalajara (hybrid)
Strong English communication skills required

Must Submit Resume in English

Introduction to role:

Are you ready to tackle challenges head-on and drive impactful change? As an IT Problem Coordinator, you'll play a pivotal role in ensuring seamless service delivery and minimizing disruptions. Your mission is to identify root causes of incidents and implement proactive solutions, all while collaborating with a global team dedicated to maintaining IT service continuity. You'll be at the forefront of problem management, working closely with stakeholders to enhance business performance and customer experience. Are you prepared to be an advocate for improvement and innovation?

Accountabilities:

Problem Management

- Initiate and manage problem investigations to identify service impact, root causes, and key steps for restoration.

- Ensure comprehensive communication of learning and corrective actions following incidents.

- Analyze IT service data to drive Service Improvement Plans for enhanced customer experience.

- Deliver regular reporting on IT service performance and progress of problem investigations.

- Own and communicate service performance through KPIs and Problem investigation reports.

- Assess internal and third-party supplier services against SLAs and lead periodic verifications.

- Engage with stakeholders to understand business challenges and service issues.

Work collaboratively with:

- Integrated assurance to support internal and external assurance activities.

- Third-party suppliers on operational issues affecting applications from a designated service area.

Essential Skills/Experience:

- Broad understanding of IT Service Management process best practices.

- Self-starter with high levels of drive, energy, resilience, and desire for professional excellence.

- Proven capability for assessment of complex business issues and successful delivery of improvement initiatives.

- Strong analytical skills and experience with related toolsets.

- Ability to form effective partnerships with stakeholders and influence at multiple levels.

- Decision-making ability in pressure situations at a management level.

- Effective collaboration in a matrix organization.

- Ability to collaborate across different technologies.

- Application of policies, procedures, and guidelines with expertise to business groups.

- Experience in risk management and assessment.

- High School Diploma or GED.

- Good communication and facilitation skills.

Desirable Skills/Experience:

- Business Administration / Information Service Degree.

- ITIL training / service management accreditation.

- Technical skills, awareness, and experience.

- Ability to work well in diverse, multinational teams and influence positive outcomes.

At AstraZeneca, your work will have a direct impact on transforming lives through life-changing medicines. We empower our teams to innovate, take ownership, and explore new possibilities. With cutting-edge technology platforms and a passion for data, analytics, AI, and machine learning, we drive exponential growth and disrupt the industry. Join us in a dynamic environment where lifelong learning is encouraged, and diverse minds collaborate seamlessly. Here, you'll find the support you need to thrive while making meaningful contributions every day.

Ready to make a difference? Apply now to join our team!

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.