Incident Manager L6

4 weeks ago

Toronto, Canada Atlantis IT group Full time

As an Incident Manager and Monitoring Specialist, to provide second level support for technology related incidents

Helping with troubleshooting and resolving technology incidents.

In this role you will proactively action and investigate monitoring alerts generated on the Contact Centre Platform

You will be primarily concerned with severity 3 and 4 incident tickets for end users technology and any identification of mult-user outages through incidents and monitoring responses. You will be part of a voice-on call rotation for after hours and a daytime shift routine.

Full training routine

ServiceNow ticketing

End user customer skills for troubleshooting

Genesys WDE, routing and GRAT Hours of Operation support for holidays

Cisco provisioning

SIP trunking and SIP telephony

ISP providers, modems

Aruba remote access for agents working from home

ITIL 4 Foundations structure for Incident management

Hand off to Problem Management

A passion for helping agents succeed, directly contributing to the success of the business

A focus on reducing agent downtime

**How You'll Succeed**

**Problem Solving** Collaborate on CCD Incident, Problem and Change/Release Management to assist with restoring service, identifying and driving permanent corrective measures and safely & effectively managing change. In order to do this, you will be interacting with multiple different teams and occasionally vendors.

**Relationship Building** Build and maintain key relationships while you work to assist with client requests and deliver high levels of client experience.

**Effective Communication** Communicate incidents, daily/weekly/monthly through reporting or executive presentations.

**Who You Are**

**You put our clients first.** You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

**You love to learn. **You're passionate about growing your knowledge, and you know that there is no limit to what you can achieve.

**You understand that success is in the details. **You notice things that others don't. Your critical thinking skills help to inform your decision making.

**You give meaning to data.** You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.

**Values matter to you.** You bring your real self to work and you live our values - trust, teamwork, and accountability.

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