Incident Management Specialist

4 weeks ago


Richardson, Texas, United States Abode Techzone LLC Full time

Job Title: Incident Management Specialist


Description:


At Abode Techzone LLC, we are seeking a skilled Incident Management Specialist to join our team. The ideal candidate will have a minimum of 3 years of experience in incident management and a strong understanding of IT service restoration. The role involves recording and classifying received incidents, undertaking immediate efforts to restore failed IT services, and assigning unresolved incidents to the appropriate Tier 2 Support Group.


Responsibilities:



  • Record and classify received incidents and undertake immediate efforts to restore failed IT services
  • Assign unresolved incidents to the appropriate Tier 2 Support Group
  • Log all incident/service request details, allocating categorization and prioritization codes
  • Keep users informed about their incidents' status at agreed intervals
  • Associate incidents with other records (e.g., incidents, changes, problems, knowledge articles, known errors, etc.)
  • Provide first-line investigation and diagnosis of all incidents and service requests
  • Verify resolution with users and resolve incidents in the ITSM tool
  • Owning critical/major incidents end-to-end for closure, following SOPs to involve the right members in the incident bridge, and providing regular updates to stakeholders until the issue is resolved
  • Escalarating incidents at risk of breaching the Service Level Agreement to the Incident Process Coordinator
  • Owning all incidents and service requests throughout their lifecycle
  • Excellent oral and written communication skills are required

Requirements:



  • Minimum 3 years of experience in incident management
  • Overall experience of at least 5-8 years
  • Preferred experience working on telecom projects

Language: English



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