Critical Incident Team Member

Vaga não está no LinkedIn

🕒 2 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

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Origin

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📦 Logística

Consulting • Logistics • Software

A Origin é uma empresa especializada em modernização de utilidades e municipais, oferecendo soluções de negócios e tecnologia para municípios e serviços públicos. Com foco em tecnologia de ponta, a Origin oferece serviços profissionais e soluções gerenciadas, incluindo a plataforma Enterprise Service Framework (ESF), que simplifica as operações e melhora o engajamento digital com os clientes. Eles fornecem soluções de software para utilidades e municípios para melhorar a prestação de serviços e a conscientização operacional. A Origin faz parcerias com utilidades para implementar aplicativos empresariais e oferecer software inovador projetado para melhorar o engajamento da comunidade e a eficiência operacional.

Descrição

• Manage the lifecycle of unplanned interruptions, malfunctions, and quality reductions affecting provided services • Follow incident management protocols and restore services to normal operation as quickly as possible • Serve as the point of contact for incident communication • Lead client status and update meetings • Report system issues to upper management • Coordinate between clients and internal operations teams • Plan, coordinate, monitor, track, and report on issue management activities • Ensure adherence to incident management protocols and report deviations • Ensure timely response from technical and operations staff • Escalate unresolved issues to meet established SLAs • Coordinate root cause analysis and implementation of permanent corrective actions • Conduct post-incident reviews and share lessons learned • Support security reviews and audits related to Incident Management • Improve process performance, policies, procedures, and supporting technologies • Manage ticket resolution and provide client status updates • Serve as primary point of contact for Severity 1–5 incidents • Minimize the impact of service issues on client operations • Identify client pain points and emerging needs • Capture potential business opportunities and partner with leadership to refine service offerings

🎯 Requisitos

• Experience working in a structured, process-driven environment • Ability to interact effectively with senior-level clients and maintain credibility through consistent delivery and follow-through • Familiarity with IT process-related industry best practices and standards, such as ITIL • Solid understanding of general technology infrastructure concepts • Knowledge of how infrastructure supports business operations, particularly within a Shared Services model • Experience managing client-based ticket tracking systems • Experience facilitating client-facing issue review meetings • Bachelor’s Degree in a relevant field, such as Technology or Information Systems