Telecommunications Incident Coordinator

1 week ago

Harrisburg, Pennsylvania, United States PC Network Full time
Position Overview:

PC Network is seeking a Telecommunications Incident Coordinator (REMOTE) to join our dynamic team.


Role Summary:

The selected candidate will engage directly with clients and various stakeholders to manage escalations and incidents across diverse network technologies and architectures.

This role entails taking ownership of incident management bridge calls and chats, collaborating with both internal support teams and customers.


Key Responsibilities:
  • Establishing effective command and control during incidents, ensuring clear accountability and thorough assessment of complex scenarios.
  • Adhering to critical processes and procedures, with appropriate escalations in support of production incidents.
  • Utilizing technical and environmental expertise to develop and implement effective resolutions.
  • Delivering clear and concise communications that summarize incidents and the impact on business and customers to a varied audience, both technical and non-technical.
  • Ensuring accurate documentation and capture of incident data.
  • Preparing relevant materials and follow-ups for the Root Cause Analysis phase in the Problem Management process.
  • Contributing as part of a team to provide 24/7 production support coverage on a rotating schedule.

Qualifications:
  • A minimum of 5 years of professional experience with a Bachelor's Degree or equivalent, or 2-3 years with a Master's Degree.
  • Exceptional written and verbal communication skills, with the ability to convey technical concepts to non-technical stakeholders.
  • Experience leading bridge calls with multiple technical participants.
  • Proven track record in resolving complex issues with determination.
  • Knowledge of Telecommunications, Networking, and VoIP infrastructure.
  • Relevant incident management experience in a large-scale enterprise environment.
  • Strong critical thinking and troubleshooting abilities.
  • Ability to work independently to resolve production issues.
  • Proficient knowledge of an ITSM platform, preferably ServiceNow.

Preferred Qualifications:
  • ITIL V3 Foundations certification or higher.
  • Relevant technical certifications.

This position requires a successful drug screen and background check. Candidates must be eligible to work in the United States without sponsorship. Relocation assistance is not provided.


Join the PC Network Team:

We pride ourselves on being inquisitive, honest, and collaborative. Our team members are the cornerstone of our success, and we encourage individuality while fostering teamwork, entrepreneurship, and authenticity. We seek individuals who are eager for enriching experiences and challenges in their careers.

At PC Network, we believe in providing resources and tools, including mentorship and continuing education, to support long-term success.


PC Network is a vibrant IT services company headquartered in the greater Philadelphia area, serving clients and partners globally. We support our customers in over 20 countries and aim to be the leading DDI managed service provider worldwide.


Equal Employment Opportunity Policy:

PC Network is committed to providing equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. This policy applies to all employment terms and conditions.

PC Network strictly prohibits any form of workplace harassment and ensures that all employees can perform their duties without interference.

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