IT Support and Incident Management Specialist

Major Incident Management

Summary

The Response Team Member is essential in delivering prompt, coordinated, and effective actions in response to service disruptions or operational outages. This role involves evaluating the impact, implementing established response procedures, aiding restoration activities, quantifying and consolidating outage analytics, facilitating discussions and documenting issues with key stakeholders, and maintaining clear communication to reduce downtime and safeguard personnel, customers, and assets.

Your role in our mission

Incident Response & Assessment

• 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 both confirmed and accurately documented.
• Arrange meetings and create concise, easy-to-understand summaries of what was discussed.

Operational Restoration

• Escalate incidents appropriately based on severity, service impact, or safety conditions.
• Assist with sharing workarounds, or contingency procedures when needed.

• Collaborate with Real Time Adherence and Workforce Management teams to document their planned staffing strategies in support of outages as required.

Communication & Coordination

• 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.

Preparedness & Continuous Improvement

• Maintain up‑to‑date knowledge of outage procedures and protocols.

What we're looking for

• At least 2.5 years of experience in operations, outage response, IT support, business recovery, or related fields.
• Strong 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.

What you should expect in this role

Remote

Experience Level

Mid Level