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Origin

Leading Utility and Municipal Modernization. Services, Solutions, Software.

Critical Incident Team Member

Location

United States

Posted

3 days ago

Salary

0

Seniority

Senior

Bachelor DegreeEnglish

Job Description

Critical Incident Team Member

Origin

• Members of the Critical Incident team are responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions affecting the services provided. • 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 meetings, report system issues to upper management, and coordinate between the client and internal operations teams. • Plan, coordinate, and monitor activities required to perform, track, and report on the issue management process. • Ensure adherence to incident management protocols; report any deviations to the Critical Incident Manager or Operations Lead. • Ensure timely response from technical and operations staff to address and resolve incidents. • Escalate unresolved issues as needed to meet established Service Level Agreements (SLAs). • Coordinate root cause analysis and ensure implementation of permanent corrective actions. • Initiate, schedule, and conduct post-incident reviews; share lessons learned with relevant stakeholders. • Support security reviews and audits related to the Incident Management process. • Contribute to continuous improvement efforts by reviewing and enhancing process performance, policies, procedures, and supporting technologies. • Schedule and lead client update meetings to provide status updates and manage ticket resolution.

Job Requirements

  • Experience working in a structured, process-driven environment.
  • Demonstrated 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 (e.g., 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 and facilitating client-facing issue review meetings.
  • Bachelor's Degree in a relevant field (e.g., Technology, Information Systems, or related discipline).

Benefits

  • N/A

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