Incident Management Analyst L3

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Join our team for 24x7x365 management of High Severity level incidents at Milestone Technologies. As an Incident Management Specialist, you will triage, analyze, and facilitate the resolution of major incidents, driving quick service restoration and providing leadership for all events, especially high-priority incidents.

Responsibilities

Manage High Severity level incidents throughout their lifecycle
Obtain and document relevant triage information via Incident ticket
Investigate, identify, and document the cause of incidents with technical teams
Drive communication in the bridge and with business stakeholders
Collaborate with the ITSM Problem Management team for service improvement
Facilitate, manage, and document via Phone Bridge or Microsoft Teams
Communicate incident status via email and Urgent Messenger alerts to Executive and Management teams
Provide guidance and assistance to technical and management teams on the incident bridge
Engage additional resources, including Executive Management, as needed
Identify absolute root cause and document remediation actions for incidents
Review and ensure implementation of short-term and long-term remediation actions
Analyze tickets to identify incident trends
Collaborate with Problem Management for service improvement and communicate action plans

Skills

8+ Years of experience in Incident Management with exposure towards technical knowledge across infrastructure, networking, applications, databases, and client platforms
Sound working knowledge of ITIL and infrastructure support processes
Experience in IT Incident Management, Crisis Management, and Problem Management
Excellent written and oral communication skills
Ability to work independently, think critically, and act responsibly
Professional behaviour in all circumstances
Self-motivated and assertive
Ability to remain calm, rational, and logical under stress
Microsoft Office suite of products
BMC (Remedy) Suite of products / Service Now (Preferred)
Microsoft Teams (Preferred)

ITIL foundation or intermediate certification (Preferred)

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion