Job Description

Join our team for 24x7x365 management of High Severity level incidents. As an Incident Management Specialist, you will triage, analyze, and facilitate the resolution of major incidents, driving quick service restoration and providing leadership for all events, especially high-priority incidents.Responsibilities

• Manage High Severity level incidents throughout their lifecycle
• Obtain and document relevant triage information via Incident ticket
• Investigate, identify, and document the cause of incidents with technical teams
• Drive communication in the bridge and with business stakeholders
• Collaborate with the ITSM Problem Management team for service improvement
• Facilitate, manage, and document via Phone Bridge or Microsoft Teams
• Communicate incident status via email and Urgent Messenger alerts to Executive and Management teams
• Provide guidance and assistance to technical and management teams on the incident bridge
• Engage additional resources, including Executive Management, as needed
• Identify absolute root cause and document remediation actions for incidents
• Review and ensure implementation of short-term and long-term remediation actions
• Analyze tickets to identify incident trends
• Collaborate with Problem Management for service improvement and communicate action plans

• Broad technical knowledge across infrastructure, networking, applications, databases, and client platforms
• Sound working knowledge of ITIL and infrastructure support processes
• Experience in IT Incident Management, Crisis Management, and Problem Management
• Excellent written and oral communication skills
• Ability to work independently, think critically, and act responsibly
• Professional behavior in all circumstances
• Self-motivated and assertive
• Ability to remain calm, rational, and logical under stress
• Microsoft Office suite of products

• Google Workspace
• Service Now (Preferred)
• Microsoft Teams (Preferred)
• ITIL foundation or intermediate certification (Preferred)

Milestone Technologies