INCIDENT AND FAILURE ANALYST

Description

Position Summary: Management and follow-up of incidents related to electricity supply, coordinating with various stakeholders and supervising teams to ensure service continuity and quality. Key Responsibilities: 1. Resolution of electricity supply issues and customer advisory services. 2. Coordination of disconnections, reconnections, and meter calibration. 3. Management of communication with CFE and suppliers to optimize service. Management and follow-up of electricity supply incidents affecting customers. Contact with account managers, commercial coordinators, suppliers, and CFE (Transmission and Distribution) for incident response and resolution. Handling operational customer requests. Supervision of communication equipment operation within metering systems and servers for MEM load uploads and legacy agreement updates. RESPONSIBILITIES* Customer, account manager, and commercial coordinator contact: Resolve electricity supply-related issues, provide advisory support, and define procedures for incident response. Decision-making and ensuring external incident management team compliance with established processes. * CFE clarification requests and problem resolution: Submit clarification requests and resolve issues arising from electricity supply failures. * Validation of work order numbering and approvals: Validate work order numbering, review quotations and work orders, and approve payment to suppliers. * Preparation of official letters: Draft official letters requesting clarifications regarding electricity supply failures, maintenance or emergency drafts, and information required to comply with the grid code requested by customers. * Disconnection and reconnection management: Coordinate disconnections and reconnections for load centers that cease being customers or have outstanding billing amounts. * Meter calibration coordination: Coordinate periodic meter calibration for qualified users currently receiving supply. * Pre-operational load follow-up: Provide immediate response in case of failures that may prevent connection to supply. * Transmission agreement communication status monitoring: Review and address loads lacking communication, reconcile and validate with CFE communications for load centers reported as faulty. * Zero-load reporting: Prepare reports on loads that failed to transmit under transmission agreements. * Review and validation of management reports: Review and validate monthly management reports provided by external service providers. * External service coordination: Coordinate and supervise external service providers according to business needs, including implementation of new models and action plans aimed at annually reducing incidents per customer. * Information management and process improvement: Development of supporting materials (infographics, workflows, etc.) and implementation of process improvements and enhanced customer service. EDUCATION/OTHER:* Engineering: Systems (Computer Science), Mechanical, Electrical * 5 years’ experience specifying communication equipment and providing advisory services on regulations, installation, configuration, optimization of communication monitoring, VPN network administration, 4G lines and equipment, firewalls, and communication infrastructure, GPS technical support. Mobility Information Please note that any applicant who is not a citizen of the country where the position is located will be subject to applicable immigration requirements to work legally in that country. Publication Expiry Date: March\-31\-2026