
Incident Resolution Specialist
5 days ago
Key Responsibilities:
- Analyze and facilitate immediate response to incidents for groups of end users
- Advises/consults on moderately complex to complex incidents including significant events and management communications
- Actively engages other IT groups and/or Business partners to drive and solve for service restoration as soon as possible, minimizing business impact
- Creates documentation for incident details per exit criteria to Problem Management
- Communicates incident status to various levels of the organization
Required Skills and Qualifications:
- Experience working with crossfunctional teams and leading matrixed groups
- Strong interpersonal skills including collaboration, negotiation and the ability to communicate effectively to all audience levels verbally or in writing
- Demonstrated leadership with organizational presence, authority and responsibility to prioritize, track, and drive execution in stressful, high visibility situations
- Working knowledge of infrastructure components and interrelationships associated with support of WAN, network access and authentication, email and other collaboration products/SaaS solutions, hosting, etc.
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