Major Incident Resolution Specialist

4 days ago


Atlanta, Georgia, United States CRH Full time
Job Title: Major Incident Analyst

CRH Americas Materials, a leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete, and paving and construction services in North America, is seeking a skilled Major Incident Analyst to support its 24/7 IT department. The successful candidate will play a critical role in the Major Incident process, working closely with cross-functional teams to identify improvement opportunities and ensure end-to-end success of the process.

Key Responsibilities:
  • Manage and drive Major Incident technical bridge calls with on-call support teams and IT management.
  • Identify and develop new process frameworks, review, recommend, and document improvements.
  • Work with IT Service Management teams to drive positive impact across SLAs and MTTR.
  • Lead cross-functional IT and business teams in identifying, analyzing, and correcting aging incident trends.
  • Proactively communicate known issues or trends with the Service Desk, Infrastructure, and all other functions as needed.
Requirements:
  • Associates degree in Information Technology or equivalent, or 4 years of experience in a similar IT support role.
  • 4 years of ITSM experience.
  • ServiceNow experience.
  • ITIL and/or HDI Certification preferred.
  • Complex, large enterprise business environment experience a plus.
About CRH:

CRH has a long and proud heritage, operating in a decentralized, diversified structure that allows for career opportunities in a small company environment while having the benefits of a large international organization.



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