Participate in a 24/7 on-call rotation to manage major incidents

Own business-impacting events and work with cross-functional teams to restore normal service

Provide timely communications and updates to stakeholders during incidents

Lead root cause analysis (RCA) for major/repeatable incidents and assign/track corrective actions

Develop and maintain policies, processes, and documentation for incident and problem management tools

Generate metrics and reports to assess the impact of corrective actions (e.g., MTTR, incident volume)

Collaborate with internal/external support teams during incident and problem review sessions

Monitor and ensure adherence to Service Level Expectations (SLEs) for incident and problem processes

Support additional projects and duties as assigned

Bachelor’s degree in Computer Science or related field with 3+ years of experience in global/enterprise support, business processes, or change management

High school diploma with 6+ years of related experience

1–3 years of hands-on Incident Management experience

1–3 years of Problem Management experience

ITIL v4 certification or strong working knowledge of ITIL best practices

Proficient with MS Suite, especially Excel and PowerPoint

Excellent time management, quality focus, and attention to detail

Strong communication and interpersonal skills

Passion for collaborating with diverse groups and technologies

Must pass post-offer background and drug screening

ITIL Intermediate Certification

PMP Certification

Strong understanding of network, server, and infrastructure technologies

Reasonable accommodations may be provided for individuals with disabilities

Due to operational requirements (delivery schedules, DOT Hours of Service, etc.), overtime, attendance, and punctuality are essential

For accommodation inquiries, contact the Human Resources department