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Incident Resolution Specialist

2 months ago

Rosemont, Illinois, United States Equiliem Full time
Job Summary

The Incident Analyst will play a critical role in driving service excellence across all of Equiliem's businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.

Key Responsibilities
  • Manage the lifecycle of major incidents to the point of root cause, providing timely communications and updates to key stakeholders.
  • Own business-impacting events, restoring the environment to normal service operations with cross-functional partners.
  • Develop and maintain incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
  • Create metrics and reporting for measuring corrective action success and the impact of corrective actions on reducing mean time to resolve incidents and the number of incidents throughout the environment.
  • Work with internal and external support teams to ensure that requirements are being met in incident and problem management meetings.
  • Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
Requirements
  • Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and/or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and/or Change Management.
  • ITILv4 certified or demonstrate knowledge of ITIL best practices.
  • Excellent communications skills.
  • Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint.
Preferred Qualifications
  • ITIL Intermediate Certification.
  • PMP Certified.
  • Strong understanding of network, server, and infrastructure technologies.