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Marsh McLennan is the industry leader in helping companies create dynamic solutions that make a difference in the moments that matter. We are searching for a Senior Specialist - Incident Management

We are seeking candidates for the following position based in the Mexico City office and be onsite 3 days a week.:


What can you expect?


Leads and resolves all IT related Major Incidents to restore normal service operations, in accordance with agreed SLAs. Engages and works with senior members of the IT organization to minimize negative effects of unplanned service outages or interruptions on business operations. Provides updates to senior IT and business leaders on the status and progress of service level restoration.

Designs, implements and maintains Major Incident processes, reporting metrics and all other aspects of Major Incident Management. Acts as a senior technical lead when incidents occur which degrade or interrupt normal operations, responsible for ensuring the most critical enterprise systems are restored to service level.


What is in it for you?

A company with a strong Brand and strong results to match
Culture of internal mobility, collaboration and valued partnership from the business.
Employee Resource Groups which provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.
Entitled to vacation, floating holidays, time off to give back to your community, sick days, and national holidays (with early dismissal).


We will count on you to:

Analyzes and determines the severity when engaged on a Severity 1, 2 or crisis incidents.
Conducts a system analysis, applying the ITIL framework for severity and scope.
Determines whether the incident is a crisis incident or an event that requires engagement from additional IT teams such as Business Resiliency Management and/or Disaster Recovery Services.
Effectively engages and communicates any escalations with MIM Global Leader and/or the Global Head of Service Management as appropriate.
Ensures all appropriate resources are engaged and restoration activities are correctly prioritized.
Manages Major Incident conference calls with the appropriate technical stakeholders.
Drives resolution efforts, determining when it is necessary to engage other resources.
Writes and delivers clear, concise business alerts, updates, and closures to MMC Tech Senior Management, MMC Tech Leadership, Senior Business IT Leadership, as well as lines of businesses IT colleagues and leaders for Severity 1 Incidents.
Proactively drafts and disseminates appropriate communications for affected MMC colleagues.
Manages content and delivery of all Severity 1 alerts and communication updates.
Engages with MMC Tech Senior Management and the Leadership Team to peer review communication for any critical and crisis incidents as appropriate.
Reviews regular SLA reporting on SEV 1 and SEV 2 incidents to ensure that MIM and other resolver teams are properly managing ticket status and routing.
Engages with resolver teams on all high severity tickets in jeopardy of violating SLA.
Documents and prioritizes Major Incident records with appropriate diligence to facilitate a swift and effective resolution both during and after the Incident.
Adheres to all Major Incident processes, policies and timelines.
Determines the key stakeholders and resolvers involved in a Severity 1 incident immediately post restoration.
Delivers timely Incident Resolution handoffs, including detailed notes and a summary of the business impact and duration to the Problem Management team.


What you need to have:

Bachelors degree in Computer Science or Business, OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline.
ITIL certified.
Six Sigma certification preferred.
PMP certification preferred.
Minimum of 8years of related work experience, running incidents and/or crisis events in a large, complex enterprise environment.
Strong background of working in a process-driven environment.
Interacted with a demanding customer focused service delivery organization.



What makes you stand out

Excellent people management, time management, presentation and problem solving skills.
Good communication and written skills in English.
Highly motivated and a team player with good interpersonal skills while concurrently being able to work proactively and work independently where required.
Positive attitude towards work and learning.

Marsh McLennan(NYSE: MMC) is the worlds leading professional services firm in the areas ofrisk, strategy and people. The Companys 85,000 colleagues advise clients in 130 countries.With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses.Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients.Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. Oliver Wymans serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit (link removed), or follow us onLinkedInandTwitter.
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working