Job Description :
Jackson, MS
6 Months CTH
The primary purpose of this role is to oversee the mitigation of high-priority incidents as quickly as possible with the goal of minimizing impacts to callers and customers. The Incident Management Lead will exercise Agile project management techniques for facilitation of technology incidents, coordinating/running bridge calls, and engaging the correct resources to achieve this goal. The best candidates for the role will have a strong comprehension of incident response at a technical level, can command a meeting and crisis, work well with other people, and have strong verbal and written communication skills, a sense of diplomacy, ability to anticipate obstacles, and decision-making skills to handle the fast-paced world of incidents.
Preferred Qualifications:
3-5 years’ work experience in Incident Management
Infrastructure support and management experience in Mainframe, distributed systems, network, and storage
Extensive experience with Microsoft Office Word, Excel, and PowerPoint is preferred
ITIL Certification for Incident, Problem, and Change Management is preferred
2+ years of experience working with an IT Infrastructure Library (ITIL) framework
3+ years of experience providing first-level support for enterprise IT systems in a corporate setting, including diagnosing, troubleshooting, and resolving incidents
3+ years of experience in software installation and support
2+ years of experience writing IT technical documentation
2+ years of work experience in a business role requiring interaction with senior leadership
Requirements:
Proficiency with standard office computer and web applications (i.e. Microsoft or Google Office Suites)
4-6 years of experience, or Bachelor’s degree in computer science or a related field
Strong understanding of Information Technology
Knowledge of technology SLAs and OLAs, as well as technology governance, risk, and compliance
Strong interpersonal skills, including collaboration and analytical thinking
Ability to communicate with both onshore and offshore teams
Ability to work a 11:00 AM to 8:00 PM schedule
Be available to assist team after hours if needed, be on call, and work nights and weekends as required