Incident & Problem Management II at Andersen Corporation

Montevideo, Uruguay

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Travel, TechnologyIndustries

Requirements

Advanced level of English both verbal and written
Incident management experience is highly valued
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
Excellent written and verbal communication skills, especially the ability to communicate on infrastructure, security, and risk-related concepts to technical and non-technical audiences
Ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization
Strong organizational skills – the ability to handle multiple tasks simultaneously
ITIL Foundations certification preferred

Responsibilities

Tracking of activities to resolve business impact
Facilitation of and participation in incident bridges to ensure effective incident handling and resolution
Participation in customer bridges
Coordination with SRE, Care, Dev, etc to determine business impact and mitigation actions
Maintenance of incident tickets to ensure data quality
Conduct follow ups in conjunction with SRE teams to determine root cause, mitigation, monitoring capabilities, etc
Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely
Metrics and Reporting
Hand off to, and participate in, the Post-Mortem review process
Effectively interface with the Change and Problem Management Teams
Conduct proactive incident management, ad hoc Incident Management assignments, and other IT Service Management tasks as required to maintain operational stability

Skills

Incident Management

Problem Management

SRE Coordination

Stakeholder Communication

Root Cause Analysis

Post-Mortem Review

IT Service Management

Escalation Management

Metrics Reporting

Change Management

Andersen Corporation

Specializes in replacement windows and doors

About Andersen Corporation

Renewal by Andersen specializes in replacing windows and doors for homeowners looking to improve their homes. They offer a variety of styles and colors, focusing on high-quality, energy-efficient products. The process begins with a consultation where customers can use an Augmented Reality tool to visualize how different options will look in their homes. After selecting products, precise measurements are taken for a custom fit, and professional technicians handle the installation. This company stands out from competitors by providing a complete service from consultation to installation, ensuring customer satisfaction. Their goal is to enhance the aesthetics, functionality, and energy efficiency of homes while maintaining a strong reputation for quality, as shown by their awards.

Cottage Grove, MinnesotaHeadquarters

1995Year Founded

VENTURE_UNKNOWNCompany Stage

VR & AR, Consumer GoodsIndustries

5,001-10,000Employees

Risks

Rising raw material costs could squeeze profit margins.

Labor shortages may delay project timelines and increase costs.

Emerging smart window technologies could impact market share.

Differentiation

Renewal by Andersen uses Augmented Reality for customer consultations, enhancing decision-making.

The company offers a complete service from consultation to professional installation.

Renewal by Andersen is recognized for high customer satisfaction, winning multiple J.D. Power awards.

Upsides

Increased demand for energy-efficient home improvements boosts market growth.

Expansion into Locust Grove, Georgia, with a $420 million investment enhances capacity.

Growing interest in eco-friendly materials aligns with Andersen's sustainable product offerings.

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