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Critical Incident Resolution Specialist
3 weeks ago
Analyze and facilitate immediate response to critical incidents affecting groups of end users.
- Provides expert advice on complex incidents, including significant events and management communications, to drive swift resolution.
- Collaborates with cross-functional teams and business partners to minimize business impact through proactive incident management.
- Develops detailed documentation for incident details to support problem management processes.
- Effectively communicates incident status to various stakeholders within the organization.
- Leads technical support employees involved in the incident, providing direction and coaching as needed.
- Demonstrated leadership skills with organizational presence, authority, and responsibility to prioritize, track, and drive execution in high-pressure situations.
- Working knowledge of infrastructure components and interrelationships associated with WAN, network access, authentication, email, collaboration products/SaaS solutions, hosting, etc.
