Incident Manager Analyst Tier 2

Teleperformance - Salt Lake City, UT (30+ days ago)3.6


Job Description

Subsidiary:
Teleperformance USA
Location
Salt Lake City, UT
Department
Information Technology
Position Title
Incident Manager Analyst Tier 2

Report To
Lead Incident Analyst

Job Summary
PURPOSE OF POSITION
Actively manage activities surrounding the resolution of Priority 1-3 tickets and issues to ensure minimal production impact.

Duties/Responsibilities
PRIMARY DUTIES AND RESPONSIBILITIES
  • Work outage tickets for production-affecting issues alongside other Teleperformance IT teams
  • Staff the team's phone queue for inbound Help Desk-type calls related to outages
  • Monitor the team's email inbox and Service Desk queue at regular intervals and provide prompt responses
  • Communicate regarding technical and procedural outages between company employees and clients at all levels, using ticketing, email, instant messaging, phone and in-person media
  • When scheduled outside normal office hours, may be required to enter on-site or nearby (5 miles) data center to locate/reboot equipment
  • Performs other related duties and assignments as required and as assigned by Supervisor, Lead, or Manager
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment
  • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
  • Identify opportunities for efficiency and development in both the team and individuals
Qualifications:
QUALIFICATIONS AND REQUIREMENTS
  • US citizenship or lawful permanent resident
  • Must pass US Treasury Dept. background check
  • Must pass criminal background check
  • College degree, technical training, IT, and/or Service Desk experience preferred
  • Proficient with Microsoft Office tools
  • Should have both an interest in the IT industry and technical aptitude
  • Must have excellent verbal and written English skills
  • Must have excellent customer service skills
  • Must have the ability to multi-task and prioritize
  • Must be able to perform duties with minimal supervision
  • Must seldom require assistance and instructions
  • Must produce a high quantity of quality work with very few errors and mistakes
  • Must demonstrate reliability, initiative, and creativity
  • Must possess mature and sound judgment
  • Must demonstrate excellent teamwork and cooperation, including willingness to accept schedule changes due to changing business requirements
  • Must have a track record of timeliness and regular attendance
  • For internal candidates, cannot currently be under any disciplinary action or action plan.