Enterprise Incident Resolution Specialist

2 weeks ago


Chandler, Arizona, United States TEKsystems Full time
Job Description

We are seeking an experienced Enterprise Incident Resolution Specialist to join our team at TEKsystems. As a key member of our Incident and Problem Coordination team, you will be responsible for managing the lifecycle of incidents and problems across our enterprise environment.

Responsibilities:

  • Provide incident outage coordination, notification, escalation, and incident reporting to key stakeholders.
  • Process and monitor enterprise level incidents from inception to resolution in a 24x7x365 environment.
  • Coordinate with the Problem Management Team and Change Management Team to ensure seamless issue resolution.
  • Gather information from application, Level 2 support, and site personnel on outages and service degrades.
  • Investigate and gather information from other Service Desk personnel assigned to an incident or problem.
  • Assess the impact and sensitivity of the outage situation and prioritize accordingly.
  • Maintain continuous coordination with Tier 1 to ensure monitoring of inbound calls & tickets for potential incidents.
  • Work with Leadership to recommend program improvements or adjustments to processes to improve contract deliverables.
  • Distribute reports to technical team leads and management; participate in meetings to share metrics results.

Requirements:

  • Experience working in a 24x7x365 environment.
  • Excellent communication and problem-solving skills.
  • Ability to exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents.
  • Familiarity with IT infrastructure interdependencies and impacts of Enterprise incidents and changes.

Salary: $85,000 - $110,000 per year, depending on experience.



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