Summary of This Role
Works to perform a set of activities where specialized roles / functions provide value to customers in the form of Incident Management, Change Management, and/or Problem Management. Collaborates with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post incident analysis, trends, reports, metrics and action recommendations and tracking. Drives the change process with minimal impact to client service.
What Part Will You Play?
- Enters incident data, as directed, into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. Annotates the steps taken to reach incident milestones to come up with a technical timeline within the incident tracking system and close the ticket when service has been restored.
- Engages, escalates, and communicates notifications as needed to level 3 technical support, management, and critical incident management. Opens Meet Me Lines (MML), as directed, for technical teams to gather and begin working towards a resolution.
- Provides communication for responses for the resolution of client-impacting issues and for the identification of action plans. Assesses incident criteria to determine if formal root cause analysis is needed. Collaborates with Technical resources to determine the root cause of an incident and provides a written incident report within the Client SLA/OLA delivery time. Provides problem management action plans within appropriate timescales; escalates as needed.
- Liaises with internal technical resources and provides technical feedback for communication to internal and external clients.
- Ensures all change activities are appropriately planned, authorized and executed following relevant internal methods, processes, and procedures.
- Participates in the continual service improvement process by providing feedback concerning their role to enhance existing process and service.
What Are We Looking For in This Role?
Minimum Qualifications
- Bachelor's Degree
- Relevant Experience or Degree in: Major in Computer Science strongly preferred, other majors considered. Willing to accept additional experience in lieu of a degree.
- Typically No Relevant Experience Required
Preferred Qualifications
- ITIL Foundations (current version) certification
What Are Our Desired Skills and Capabilities?
- Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
- Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
- Supervision - Normally receives detailed instructions on all work.
