Major Incident Resolution Specialist
4 weeks ago
Job Summary
The Major Incident Analyst will support the Major Incident process for a 24/7 IT department, working closely with cross-functional teams to identify improvement opportunities and ensure end-to-end success of the Major Incident Management 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.
- Regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across all IT functions.
Requirements
- Associates degree in Information Technology or equivalent, or 4 years of experience in similar IT support role.
- 4 years of ITSM experience.
- ServiceNow experience.
- ITIL and/or HDI Certification preferred.
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 career opportunities of a large international organization.
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