Incident Management Analyst L1

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
• Obtain and record all significant efforts during the investigation and mitigation of a service outage
• Craft clear, concise summaries of triage and mitigation efforts and the current service state
• Identify and document significant milestones during the investigation and mitigation of a service outage
• Identify and document key stakeholders involved in the investigation and mitigation of a service outage
• Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
• Communicate with multiple stakeholders during service outage investigations via voice and chat
• Coordinate closely with peers and team leaders during complex or extended service outages
• Prepare postmortem documentation for the outage root cause analysis
• Respond to manual escalations and communications with the assistance of a senior team member or shift lead
• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

• 1+ years of experience in IT support fields such as operations or service desk
• Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
• Experience supporting enterprise-level applications, server hardware, databases, and networks
• Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
• Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
• Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations
• Highly motivated, detail-oriented individual contributor with outstanding organizational skills
• Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
• Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
• Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
• Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications

• IT-related degree or certification
• Working knowledge of ITIL or a similar service management model
• Prior experience working in a large multinational team

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.