Incident Resolution Specialist
5 days ago
The Incident Analyst will play a critical role in driving service excellence across all of Equiliem's businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.
Key Responsibilities- Manage major incidents through a 7x24 on-call rotation, collaborating with cross-functional partners to restore the environment to normal service operations.
- Own business-impacting events, ensuring timely communications and updates are provided to key stakeholders.
- Conduct root cause analysis activities, identifying areas of improvement, assigning corrective actions, and monitoring their completion.
- Develop and maintain incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
- Create 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.
- Collaborate with internal and external support teams to ensure requirements are 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.
- 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.
- ITILv4 certified or demonstrate knowledge of ITIL best practices.
- Excellent communications skills.
- Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint.
- ITIL Intermediate Certification.
- PMP Certified.
- Strong understanding of network, server, and infrastructure technologies.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business, overtime, attendance, and punctuality are essential job functions.
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Incident Resolution Specialist
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