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Critical Incident Resolution Specialist
2 weeks ago
We are seeking a dedicated Critical Incident Specialist to join our team of experts in Managed Services.
Key Responsibilities:- Manage and resolve high-severity major incidents from identification through closure, ensuring effective communication and management of internal and external teams.
- Prioritize incidents according to their urgency and impact on the business.
- Develop and maintain incident protocols, including handling cybersecurity threats or server failures.
- Collaborate with the incident management team to ensure protocol adherence and continuous improvement.
- Log all incidents and their resolution to identify recurring malfunctions and improve the incident management process.
- A Microsoft Certified Professional (MCP) certification is highly desirable.
- A college degree in information technology, engineering, or a related field, and/or equivalent experience.
- A minimum of 7+ years of experience in IT, Managed Services, and/or IT Service Management (ITSM) Operations.
- A minimum of 3 years of experience managing major incidents in complex environments.
- Able to see the big picture and manage multiple tasks simultaneously.
- Takes command of incidents by setting up or taking over a cross-functional technical bridge call.
- E nsures customers have a deep understanding of the issue, action plan, and path to resolution.
- Ensures each participant understands the incident management process and their role.
Main Responsibilities include: Incident management, Communication, Problem-solving, Team collaboration, Continuous improvement.
