Transcom

The Major Incident Management Analyst is responsible for the end-to-end management of all IT major incidents in order to restore normal service in the shortest time possible to reduce the impact on business operations and avoid significant loss in revenue and maintain the highest levels of service quality and availability.  This role includes the management of major incidents through active monitoring, proactive incident management, and management engagement of technical experts and vendors. Another important purpose is the identification of impending incidents and the taking of immediate action to prevent their occurrence, again through active monitoring and working directly with the technical experts.

    • Receives escalated major incidents (P1 / P2) from the Global Service Desk (GSD).
    • Reviews the incident summary, gathers additional information from the end user, GSD, and technical teams if needed, and can adjust ticket categories and Severity Codes if required
    • Responsible for owning the Incident ticket until closure, this will include:
        ◦ Resolving the Incident
        ◦ Fully engaging with onsite IT and level 2 / 3 technical teams to obtain additional technical insight and or guidance on how to resolve the incident
        ◦ Driving onsite IT, level 2 / 3 technical teams, or external vendors until incident resolution
        ◦  Deliver constant, consistent communication around the status of the incident in conformance with the process.
    • Coordinates with the Senior Manager of Incident Management & Heads of Product Houses when needed to identify what Level 3 or architect resources may need to be involved to reduce the incident's time of resolution.
    • Plans and conducts meetings with Level 3 resources if more information concerning troubleshooting, diagnostics, and solution recordation is needed for complete documentation of the Incident.
    • Responsible for escalation to department heads of technical teams as well as the Senior Manager of Incident Management and Head of Product Houses as needed in accordance with the process.
    • Responsible for performing ticket closure activities (ensuring the Incident ticket is placed in a Status of Resolved or Closed and providing the post-incident deliverable documents (Reason For Outage) within the delivery SLA.
    • Communication: Provides information concerning resolved Incidents to the Transcom stakeholders.
    • Participate in process governance committees for Problem Management, and Knowledge Management
    • Participates as required in Process Governance including governance meetings and roadmap implementation to drive continuous improvement in Incident Management process, training, and technology
    • Analyzes and test changes to the supporting tools for Incident Management

.What we are looking for:

    • Minimum 3+ years in a Service Desk as analyst or lead. (GNOC and Major Incident Management is a plus)

    • High School or Technical High School Diploma

    • Degree in Computer Science from University or College is a plus

    • ITIL certification is a plus

    • Experience with contact center technologies is a plus

    • Basic understanding of networks, servers, Microsoft operating systems & Google for Work

    • 3+ years experience with working in a policy and process controlled enterprise IT environment