IT Support and Incident Management Specialist

Key Responsibilities:

• Monitor, identify, and assess outages or service disruptions using established tools, alerts, and reports. - Perform initial incident triage to determine severity, scope, and required response actions. - Follow standardized incident response protocols to ensure consistent and timely action. - Continuously follow up with stakeholders until their status is confirmed and accurately documented. - Arrange meetings and create concise, easy-to-understand summaries of discussions. - Escalate incidents appropriately based on severity, service impact, or safety conditions. - Assist in sharing workarounds or contingency procedures when necessary. - Collaborate with Real Time Adherence and Workforce Management teams to document planned staffing strategies in support of outages. - Provide clear, timely updates to leadership, internal stakeholders, and operational teams throughout the outage lifecycle. - Document all actions, decisions, and timeline details for situational awareness and post-incident reporting. - Collaborate with cross-functional partners to ensure alignment on outage restoration objectives and priorities. - Maintain up-to-date knowledge of outage procedures and protocols. Qualifications Required:

• At least 2.5 years of experience in operations, outage response, IT support, business recovery, or related fields. - Solid analytical and problem-solving skills in high-pressure environments. - Ability to communicate clearly, concisely, and professionally. - Familiarity with incident management processes or systems (e.g., ITIL, ICS, outage management systems). - Ability to work in US business hours. Key Responsibilities: