IT Incident Management Analyst

Job Description

We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain - from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.

The primary purpose of the IT Incident Management Analyst role is to ensure timely, effective, and coordinated responses to IT incidents that impact business operations across the region. This role serves as a critical link between technical teams, service management, and business stakeholders, with the goal of restoring normal service operations as quickly as possible while minimizing adverse effects on business continuity.

The IT Incident Management Analyst plays a critical role in driving the incident lifecycle-from initial detection and communication through to resolution and post-incident review. This includes overseeing the coordination of resources during major incidents, managing escalations, and ensuring adherence to established ITIL practices and governance frameworks.

Positioned within the regional Service Delivery organization, the IT Incident Management Analyst fosters a culture of accountability, continuous improvement, and operational excellence. They contribute to service stability by identifying incident trends, leading preventative initiatives, and ensuring that lessons learned are embedded into future service delivery strategies.

KEY ACCOUNTABILITIES

• Major Incident Leadership: take charge during Major Incidents to ensure swift resolution and minimal disruption; coordinate response teams, facilitate communication across all levels, and drive the incident resolution process in alignment with ITIL standards
• Change Management Oversight: oversee the change management process to ensure that all changes are assessed, approved, implemented, and reviewed in a controlled manner; collaborate with IT teams to minimize the impact of change-related incidents and improve the overall stability of IT services
• Problem Management Coordination: lead the problem management process to prevent incidents from recurring and to minimize the impact of incidents that cannot be prevented; facilitate root cause analysis and ensure that appropriate corrective measures are implemented
• ITIL Process Compliance: ensure that all IT service management processes adhere to ITIL frameworks and compliance standards; regularly review and refine ITSM processes to align with best practices and business objectives
• Performance Reporting and Improvement: Develop and maintain comprehensive performance reports for IT services. Use data-driven insights to identify areas for improvement, drive strategic decisions, and enhance service delivery effectiveness

QUALIFICATIONS, EXPERIENCE & SKILLS

• Associate's degree in Computer Science, Management Information Systems or a related discipline OR 3+ years IT Experience in a service desk, help desk or Network Operations Center role with involvement in incident response activities
• Minimum of 3 years' experience of IT in a corporate environment
• Demonstrated knowledge of ITIL V4 Framework, ITIL V4 Foundation certification preferred
• Technical background with a broad technical awareness of how IT solutions work together in a enterprise environment
• High level of IT knowledge, coming from a technical background, with proven knowledge in enterprise architecture and it's implementation in a service orientated environment
• You are ready to travel 10% of the time across the globe to our operations to facilitate local initiatives and project delivery
• You speak and write fluent Spanish and English - additional languages are a bonus, particularly Portuguese

Please note: This position does not offer sponsorship for employment visas.

ABOUT DP WORLD

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.

We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology - and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer's door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures - not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what's possible.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

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