Major Incident Coordinator

2 weeks ago

Canada Axispoint Technology Solutions Group Full time

Founded in 1994, ATSG is a tech-enabled IT Services and Solution Provider that delivers Digital Innovation providing tangible business value and exceptional Client experiences through the sale and delivery of Intelligent Technology Solutions as a Service.

Headquartered in New York, NY, and with offices around the globe, ATSG is a global leader in transformational technology solutions as a service for today’s digital enterprise. Through ATSG’s service portfolio of secure Digital Infrastructure, Digital Workplace, Collaboration, and Customer Experience offerings, ATSG provides Intelligent IT leveraging its comprehensive ATSG One automation platform. We offer these services with an array of commercial and technological choices for our clients, ranging from traditional project-based and support services, to complete consumption-based managed services models, inclusive of Private, Public, and/or Hybrid cloud-based alternatives.

Why ATSG:  PEOPLE, CUSTOMERS, and PARTNERS. Here at ATSG, we have a global presence with team members across the United States, Canada, and India. Our 24x7 365 business model allows us to collaborate and innovate anytime and anywhere, delivering cutting edge service to our customers. Over the years, ATSG has developed recognized partnerships with Cisco, Citrix, and Microsoft, and many other enterprises that have contributed to our 25+ year success in the IT Industry.

Job Overview: 

ATSG is currently seeking hands-on Major Incident Coordinators to work with multiple US and globally based clients. The MIC, will be responsible for ensuring that subscribed services are implemented and functioning as per contractual obligations. The MIC will document the customer’s environment, provide technology advisement to the customer, review tickets, participate in client projects, and be on call for major incidents involving the customer. The MIC will also be responsible for patching remediation for clients.

Key Responsibilities:

  • Act as the Major Incident Manager on all Major Incidents that occur at any time.
  • Direct resolving groups on required actions based on customer entitlements.
  • Keep the customer and the Executive Management consistently updated on the progress towards resolutions
  • Prepare the Root Cause Analysis of the Major Incident and submit for Executive review.
  • Ensure subscribed services are implemented and functioning:
  • Review contractual obligations with customers and ensure compliance.
  • Conduct service checks to ensure the success rate trends on backups (rediBackup and any other tools) and/or patching for server and workstations are as per the agreed standards.
  • Document the customer’s environment:
  • Develop high-level architecture diagrams for the customer’s environment.
  • Gather relevant configuration details for servers, networking, VPN, etc.
  • Document known issues as they become aware.
  • Create standard operating procedures and runbooks specific to the customer.
  • Participate in monthly/quarterly technology reviews with customers and provide recommendations on trends in Tier 2 ticketing, monitoring, patching, and security.
  • Work with Account Manager (AM), Service Delivery Manager (SDM), and Solutioning team to develop recommendations on potential service enhancements and new services based on ATSG portfolio.
  • Conduct problem management on persistent issues to identify continual improvement initiatives with the SDM.
  • Ticket review:
  • Mange the Problem Management process to decrease time to resolution and promote continuous service improvement to increase customer satisfaction.
  • Review tickets for the customer to ensure timely resolution and customer satisfaction.
  • Escalate issues to the SDM, Technical Operations Center (TOC), and/or Client Change Board as needed.
  • Member of Client Change Board:
  • Participate in the Client Change Board to approve any changes and communicate them to the SDM and TOC.
  • Participate in client projects:
  • Understand the project objectives and assist when and where applicable.
  • Work closely with project managers to ensure timely and successful completion of projects.
  • Patching remediation for clients:
  • Provide consultation to clients on patching remediation.

Requirements:

  • Bachelor’s degree in Computer Science or related field.
  • 2+ years of experience in technical account management, technical consulting, or a related field.
  • Strong understanding of IT infrastructure, cloud computing, and network architecture.
  • Proven team player w/outstanding interpersonal and communication (written and oral) skills.
  • Ability to work collaboratively with cross-functional teams.
  • Strong analytical and problem-solving skills.
  • Ability to work under pressure and handle multiple priorities.
  • Ability to manage multiple issues and excellent attention to detail with exceptional follow through.
  • ITIL Foundation Certifications highly desired or equivalent ITIL experience.
  • Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, and Project.
  • Highly Desirable: Experience/knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, etc.

Job Timings: Rotating shift to provide 24/7 coverage

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