Major Incident Resolution Specialist

4 weeks ago


Atlanta, Georgia, United States CRH Full time

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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