Description

You will coordinate high-severity incidents and technical bridge environments, ensuring rapid resolution and clear communication during major outages.

Responsibilities

• Manage high-severity incident notifications, communications, and bridgeline facilitation during critical outages.
• Monitor technical teams to ensure incidents receive necessary support to meet established SLAs.
• Troubleshoot and restore technical services by analyzing symptoms and utilizing documented processes.
• Proactively monitor systems, servers, and networks to identify potential issues before they cause outages.
• Maintain and update knowledge databases and process documentation to ensure centralized, current information.

Required Skills

• 5+ years of experience in technical support or incident management roles.
• Proficiency in MS Excel, MS Word, and MS Outlook.
• Strong help desk support and problem-solving capabilities.
• Advanced written and verbal communication skills for interacting with management at all levels.
• Ability to facilitate meetings and lead bridgelines during critical outages.
• Strong organizational skills to manage multiple concurrent outages and changing priorities.
• Experience analyzing data to determine business impact and conducting gap analyses.

Preferred Skills

• Experience with ServiceNow.
• Proficiency in MS PowerPoint, MS SharePoint, and MS PowerApps.

Key Skills

Education

Any Graduate