Location : Richardson, TX/Tampa FL/ NJ/GA/VA (Please know you will have to be onsite for 2-3 days weekly at any of the location)
Contract : Long term
Overview
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Assign unresolved Incidents to appropriate Tier 2 Support Group
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents' status at agreed intervals
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool
Own Critical/Major Incidents end to end for closure. Follow SOPs to involve right members to the Incident bridge, provide every 30mins update to stakeholders until issue resolved. Own RCA submission by driving technical team within defined SLA.
Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
Owns all Incidents and Service Requests throughout the lifecycle
Must have minimum 3yr experience in Incident manager role with overall experience of min 5yrs to 8yrs
Preferred to have worked on Telecom projects
Excellent oral and written communication skill is needed
Roles & Responsibilities
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Assign unresolved Incidents to appropriate Tier 2 Support Group
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents' status at agreed intervals
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Staffing and Recruiting
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