Incident Manager Coral Gables, FL

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Date: Mar 5, 2019

Location: Coral Gables, US

Company: Cosentino


Would you like to be part of a world's leading producer of building materials that inspire architectural and decorative solutions? Are you passionate about distribution of products that inspire the life of many people?

At Cosentino ( we are looking for an IT Incident Manager to join our Corporate office  located in Coral Gables.

You will join a company:

  • With an international mindset and presence in 80+ countries
  • With an amazing growth story, sustained by an extraordinary innovation with products such as Silestone®, Dekton® and Sensa by Cosentino®
  • In which you will be able to grow your career and develop your leadership skills


As an Incident Manager you will be responsible to coordinate, follow and report all the activity related with Incidents and Problems management. The purpose of this role is to restore normal service operation as quickly as possible and minimize the adverse impact on the business.

You will ensure that both employees and customers using technical products in our company will receive technical support, ensuring that standardized methods and procedures are used for efficient and prompt response. Increasing visibility and communication of incidents, alignment of incidents and priorities and maintain user satisfaction with the quality of IT services will be some of your tasks on this role.

Job Expectations

  • You are expected to be an active part to improve the Help Desk service, being always aware of the users satisfaction about the service, monitoring the correct performance of the services and being the first possible in front of the client in terms of support and customer service.
  • Coordinate the work between the different resolution teams that are partcipating on the process of resolution, guarateeing the correct diagnosis, resolution and implementation are the correct for the problem.
  • Responsible for the escalation process execution (functional and hierarchical) in the Cosentino and providers
  • Monitor that the status and timing for the resolution are the corrects one based on the priority and SLA associated to the specific service.
  • Decide the possible solutions to those root causes to avoic, as much as possible, the repetition of the problem.
  • Propose all the needed changes request to reestablish the quality of the service.
  • Follow up the post implementation of the solution to assure that the changes were effective and those changes do not create collateral effects.


Experience Required

  • 3+ years of experience as an Incident Manager
  • 2+ years of experience operating in an ITIL based environment managing Major Incidents and Problem Management.
  • 5+ years troubleshooting and triaging a variety of IT issues to include: PC, software and networking problems.

Education Required

  • Bachelor’s degree in Computer Information Systems, Computer Science or any other related field


  • Master’s degree
  • ITIL  Certification
  • PMP Certification


  • Communication: Oral & Written. Capacity to interact with multiple levels within all faces with commercial industry projects
  • Able to breakdown complex technical topics into relatable business terms
  • Capable of escalating issues until senior leadership


  • Dominance
  • Influence
  • Compliance
  • Steadiness


Cosentino, the world's leading producer of Silestone quartz surfaces, is a family-owned business. It focuses on the design, production and distribution of architectural and decorative solutions made from natural stone. It creates and defines leading products that are designed to provide innovative and functional solutions for the home and public spaces under the criteria of careful design, innovation and environmental respect. The group based its development on international expansion and an innovative research program, which enables it to use the most advanced technology to obtain new materials. Cosentino's activity covers the entire natural stone manufacturing process, from extraction and processing to the installation of quartz surfaces, such as kitchen and bathroom worktops, cladding and other products.

Cosentino is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Cosentino is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cosentino are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Cosentino will not tolerate discrimination or harassment based on any of these characteristics.”

Nearest Major Market: Miami

Job Segment: Manager, Management

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