Major Incident Specialist

The Major Incident Specialist I is responsible for providing Command Center support by actively monitoring CSG applications and systems as well as providing the initial major incident assessment, response and support when potential issues have occurred. In addition, this position will respond to and manage alerts generated by system/performance events using established toolsets and resources. Additionally, may be accountable for pulling and analyzing incident data to coordinate with Problem Management and making recommendations to determine root cause and long term actions to prevent recurrence.

Responsibilities

Active/Proactive Event Monitoring

• Actively monitor and proactively respond to events regarding multiple systems, processes and environments throughout the entire CSG environment.
• This includes anticipating and communicating emergent situations and trends for all available CSG assets and assist in the contacting of essential/critical personnel as required.
• In addition, managing the incident record generated through event management through the incident lifecycle, ensuring teams are progressing towards resolution with minimal client impact.

Major Incident Support

• Identify emerging/potential issues as well as determine when to engage the appropriate teams to escalate troubleshooting on identified Major Incidents.
• Will also assist in Major Incident Management support including, continuous status assessments, engagement of teams, whiteboard updates and communications, and general incident management during major incidents.

Problem Management Support

• May be responsible for pulling and analyzing incident data for like issues or root causes to determine the need to perform problem management to prevent recurrence.
• Responsible for critical reporting needs on the effectiveness of problems currently being managed in coordination with the Problem Manager.

Regular and reliable attendance is required.

Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.

Education

Bachelor’s degree or equivalent experience

Experience

Experience working in a Service Desk or related experience

Preferred

• Network Operating Center experience with exposure to Open Systems environments
• Familiarity with ITIL Framework and concepts

Knowledge, Skills and Abilities

• Ability to learn and comprehend internal documentation.
• Ability to produce internal documentation for others.
• Ability to anticipate issues and provide technical solutions for current and new product launches.
• Knowledge and success at issue management.
• Ability to manage escalated issues without requiring management intervention.
• Ability to handle all user interactions in a professional, courteous manner.
• Proven success in working under stress while exceeding/meeting deadlines.
• Must possess the ability to multi-task.
• Possess strong written and verbal communication skills.
• Ability to be conscientious and maintain accountability.
• Ability to follow directions without guidance.
• Demonstrated ability to diagnose and solve customer issues.
• Ability to apply analytical thinking to troubleshooting/problem resolution.
• Ability to effectively present information and respond to questions.
• Ability to be assertiveness and willingness to accept responsibility on matters of significance.
• Strong problem-solving skills and sound judgment and decision-making ability.
• Ability to utilize resources effectively, engaging teams that can resolve instant issues or in resolving long-term issues.
• Ability to analyze various sources of solution performance data and interpret the need for further problem management efforts.
• Ability to identify resource costs associated with problem resolution.
• Ability to help formulate investigative and preventative tasks based on People, Process and Technology in order to prevent problems from recurring.
• Ability to use a personal computer. Proficiency with other Microsoft Office applications.
• Ability to read, write, speak and understand the English language in a business environment