Job Description

• The primary objectives are to assist with restoring IT service interruptions as quickly as possible and to minimize the impact of incidents to the business.
• MIM/PRB - Coordinates resources and action items related to the resolution of Major Incidents and Problem investigations.
• MIM/PRB – Serves as an escalation point for MIM and Problem-related activity.
• MIM/PRB – Assist with the definition and implementation of tool enhancements. 
• MIM/PRB - Leads various process improvement initiatives and associated documentation.
• MIM - Communicate the details of Major Incident status to appropriate parties.
• PRB – Coordinates and Executes Problem Root Cause Analysis and maintains related Information. (Known Errors, Workarounds)
• PRB - Maintains Problem record and status information. (Solution Implementation)

Responsibilities:

• Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurances.
• Lead process improvement initiatives.
• Establish a relationship with the tool team and participate in various dev story submissions, QA, and validation efforts.
• Validate an incident impact and priority to qualify the event as a “Major Incident”.
• Draft and publish various Knowledge Solutions.
• Transition of Major Incident information into the Problem Management process.
• In a call center rotation, serve as the Point of Contact for Major Incident Management.
• Problem-related tasks will be handled outside of the Major Incident call center rotation.
• There are times when weekend or after-hours work is required for Major Incident responsibilities.
• Collaborate with cross functional IT teams and the business regarding the restoration of services.
• Deal with critical situations in a professional and timely manner.
• Generate appropriate communications.
• Identifies system or process areas where quality is lacking.
• Provide status updates in Problem Management meetings.
• Host various meetings with area SME’s to obtain problem resolution.
• Must be proficient at reading and interpreting technical language, problem descriptions, various snippets of code and logic.

Requirements

• 3+ years of experience working in an Enterprise IT environment


• Minimum of 5 years customer service experience.


• Associate degree in Computer Science, Information Systems, Business Administration, or related field.


• Experience operating within an ITIL framework


• Hands on Experience with IT infrastructure administration a plus (Networking, operating systems, server configurations, app hosting etc.)


• Working Knowledge of Software Development Lifecycle (SDLC) a plus.


• Experience with Data Analysis and reporting

Company offers

• Working in a global organization with focus on diversity;


• The possibility to enhance your career;


• A purposeful and exciting environment focusing on providing a healthier future for patients!