Enterprise Incident Resolution Specialist
2 weeks ago
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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