About this role
Role Overview
- Oversee all aspects of the incident management process, from evaluation to resolution.
- Manage technical support teams, create procedures to deal with problems and develop solutions.
- Analysis and reporting of incident trend data to identify and eliminate root causes.
- Initiating actions to fix potential interruptions to service.
- Production of statistics and reports to demonstrate performance of the Incident and Problem Management process.
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
- Keep Incident tickets updated with a current status at agreed intervals.
- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
Requirements
- Candidate must have 10 years of experience that can be a combination of work history and education.
- Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) *Pro-rated when working less than 40 hrs/wk.
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T wireline phone