Incident Response Specialist
1 week ago
About the Role
We are seeking an experienced Incident Response Specialist to join our team at Sharp Decisions. This is a full-time position with a competitive salary range of $65,000 - $85,000 per year.
Job Summary
The Incident Response Specialist will be responsible for coordinating the incident management process, particularly during major incidents. This role will also involve investigating root causes, identifying workarounds, and following up on permanent resolutions.
Key Responsibilities
- Contribute to planning and managing support for incident management tools and processes.
- Coordinate interfaces between incident management and other service management processes.
- Serve as backup to the Incident Manager for managing major incidents.
- Maintain incident/problem management processes and procedures.
- Analyze incident data to identify assigned problems.
- Prioritize and classify incident and problem tickets accurately.
- Investigate problems through to resolution or root cause.
- Coordinate actions with other teams as necessary to resolve problems and known errors.
- Assist the Incident Manager in preparing reports and metrics related to incident/problem management.
Requirements
- 2+ years of experience designing and executing incident/problem management processes.
- 2+ years of experience with IT Service Management ticketing systems.
- 1+ year of ServiceNow experience.
- 2+ years of NOC experience.
- Must be process-driven, detail-oriented, and organized in thought and practice.
- Excellent verbal and written communication skills.
- Excellent active listening skills.
- Strong analytical and problem-solving skills.
Preferred Qualifications
- Professional demeanor and ability to effectively work with internal and external customers, vendors, and staff.
- Ability to work under pressure and handle conflicting priorities.
- Excellent time management skills.
- Evidence of strong documentation skills.
- Project management and MS Office experience a plus.
Work Environment
This is a hybrid role that requires occasional travel. You will report to the office 2-3 days a week, with Tuesday being a company-wide in-office workday.
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