Incident Resolution Specialist

3 weeks ago

Des Plaines, Illinois, United States V-Soft Consulting Group Full time

Job Title: Incident Analyst

**Job Summary:**

We are seeking an experienced Incident Analyst to join our team at V-Soft Consulting Group. As an Incident Analyst, you will be responsible for creating metrics and reporting for measuring corrective action success and the impact of corrective actions on reducing mean time to resolve incidents and the number of incidents throughout the environment.

**Key Responsibilities:**

* Develop and maintain incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
* Participate in a 7x24 on-call rotation to manage major incidents.
* Ensure timely communications and updates are provided to key stakeholders for major incidents.
* Drive root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
* Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.
* Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
* Own business impacting events, restoring the environment to normal service operations with cross-functional partners.

**Requirements:**

* ITILv4 certified or demonstrate knowledge of ITIL best practices.
* ITIL Intermediate Certification.
* PMP Certified.
* Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and/or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and/or Change Management.
* Excellent communications skills.
* Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint.
* 1 - 3 years Incident Management Experience.
* 1 - 3 years Problem Management Experience.
* Able to demonstrate efficient time management skills.
* Able to strive for quality and accuracy within deliverables.
* Must have a passion for working with various groups and technologies.

**Preferred Skills and Experience:**

* Strong understanding of network, server, and infrastructure technologies.

**About V-Soft Consulting Group:**

V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America. We are headquartered in Louisville, KY with strategic locations in India, Canada, and the U.S. We are known as an agile, innovative technology services company holding several awards and distinctions and have a wide variety of partnerships across diverse technology stacks.

**What We Offer:**

* Full benefits (Medical, Dental, Vision)
* 401(k) plan
* Competitive compensation
* Career growth opportunities

**Equal Employment Opportunity:**

V-Soft Consulting Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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