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Major Incident Resolution Specialist
2 months ago
We are seeking a highly skilled Major Incident Resolution Specialist to join our team at CRH Americas Materials Inc. This is a critical role that requires a strong understanding of IT service management and the ability to lead cross-functional teams in resolving complex incidents.
Key Responsibilities- Major Incident Management: Lead the investigation, diagnosis, and resolution of major incidents that impact business operations.
- Incident Trend Analysis: Analyze incident data to identify trends and opportunities for process improvements.
- Aging Incident Management: Collaborate with IT and business teams to identify and resolve aging incidents that impact business operations.
- Process Improvement: Develop and implement process improvements to enhance incident management and reduce mean time to resolve (MTTR).
- Communication: Communicate effectively with stakeholders, including IT executives, functional resolver groups, and service desk teams.
- Education: Associate's degree in Information Technology or equivalent, or 4 years of experience in a similar IT support role.
- Experience: 4 years of IT service management experience, with a focus on incident management.
- Skills: Excellent written and verbal communication skills, analytical skills, and ability to work in a team environment.
- Certifications: ITIL and/or HDI certification preferred.
CRH has a long and proud heritage as a collection of hundreds of family businesses, regional companies, and large enterprises. We operate in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.
