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IT Central Escalation Manager

Santa Ana, Costa Rica

Job Description
We are looking for senior ICs responsible to provide 24x7 follow the sun Crisis Management across IT.
Central Escalation Manager is a unique role that will provide the segment level visibility and network which is aligned to IT support model. The CEM has the empowerment and influence at the organization and segment level grows. In this role, the CEM will manage all the P1 (ITERP) to P3 Major Incidents across IT by driving the right conversations, setting the right tone, make quick decision and influence in the MI bridges with IT partners and business stakeholders to restore the service as quickly as possible to avoid or reduce Business Recovery Time.

The key Role and Responsibility for CEM are listed below :

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  • Provide Leadership and Ownership of Crisis in the information technology environment for Intel
  • Determine if the incident of concern meet the criteria of a Major Incident or potential Major Incident.
  • Establish and maintain clear and direct chain of Command over all resources required for Major Incident resolution
  • Ensure action plans are established to perform the investigation and diagnostics of the Major Incident.
  • Ensure workaround identified and executed as needed to restore the service.
  • Establish and maintain clear and effective lines of Communication, to management, ITERT members, IT support groups, business operation teams and the general Intel population as appropriate in timely manner
  • Conducts MI Post Incident Review (PIR) and develop the problem statement as the expected outcome. Problem Manager own problem management activities and progress till the closure.
  • Lead the completion of the biz impact assessment.
  • Lead and drive improvement on the Major Incident and Escalation Management related processes, identify and drive actions to reduce business impacts caused by Major Incidents and improvement the through-put-time for Major Incidents

Behavioral traits desired:
  • Deal with ambiguity and urgency in IT operations
  • Excellent communication skills to work with senior management both internally and externally and strong Stakeholder Management skills
  • Excellent influencing and quick decision-making skills are required
  • Champion improvement initiatives, work effectively as part of a team and result driven
  • Strong Analytical skills and Problem-Solving skills


You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

  • Bachelor's Degree Computer Science, Information Systems, Engineering, Business Administration or any other related field.
  • Minimum 5 years of experience in IT industry as escalation manager, product manager, product owner, business analyst, solution analyst or any related roles
  • Strong understanding of ITIL framework and processes
  • Advanced English Level

  • 10+ years of experience in IT industry as escalation manager, product manager, product owner, business analyst, solution analyst or any related roles

Inside this Business Group
Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

CR Experienced Hire JR0196594 San Jose Information Technology Group

Job ID: intel-JR0196594
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • On-Site Gym
    • Pet Insurance
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
    • On-site/Nearby Childcare
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Work-From-Home Stipend
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Some Meals Provided
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Sabbatical
    • Leave of Absence
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Pension
    • Stock Purchase Program
    • Performance Bonus
    • Relocation Assistance
    • Financial Counseling
    • Profit Sharing
  • Professional Development

    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Work Visa Sponsorship
    • Leadership Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)
    • Woman founded/led
    • Black founded/led

Company Videos

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