Senior Systems Specialist
hace 1 mes
**Job Summary**
This role is responsible for driving resolution to major incidents and problems within SLAs and providing regular status updates. Additional responsibilities include supporting change management and leading efforts to ensure maximum system uptime.
**Key Responsibilities**
- Conduct thorough analysis and prepare Major Incident Reports for every major incident after closure.
- Update resolution procedures in the IT support runbook and conduct problem management review meetings to identify triggers and causes.
- Provide periodic reports on the overall status of the Major Incident Management process.
- Develop documentation for end-users, service desk support agents, and technical resources.
- Coordinate input from multiple cross-functional teams and provide strategic direction on problem management and incident management activities.
**Requirements**
- 4-year degree in Computer Science, Information Systems Management, or a related field.
- Minimum 5 years of Incident & Problem Management experience.
- ITIL v3 foundations certification required, v4 a plus.
- Excellent communication and analytical skills.
- Ability to work in a high-stress, fast-paced environment with shifting priorities.
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