Incident Management Analyst L1

As an Incident Management Specialist at Milestone Technologies, you will play a crucial role in ensuring consistent incident management experiences and swift resolution of service outages. Responsibilities: - Internalize and utilize documented procedures, styles, and standards to maintain a consistent incident management experience. - Obtain and record all significant efforts made during the investigation and mitigation of a service outage. - Craft clear and concise summaries of triage and mitigation efforts, along with the current service state. - Identify and document significant milestones achieved during the investigation and mitigation of a service outage. - Document key stakeholders involved in the investigation and mitigation of a service outage. - Collaborate with service engineers to identify additional support and engage necessary resources promptly. - Communicate with multiple stakeholders during service outage investigations via voice and chat. - Coordinate closely with peers and team leaders during complex or extended service outages. - Prepare postmortem documentation for outage root cause analysis. - Respond to manual escalations and communications with the assistance of a senior team member or shift lead. - Monitor communication tools to track incoming incidents and assign them to the appropriate team member. Skills: - 1+ years of experience in IT support fields such as operations or service desk. - Experience in following procedures, gathering metrics, and monitoring automated and manual notifications. - Proficiency in supporting enterprise-level applications, server hardware, databases, and networks. - Familiarity with alerting, incident management, and work tracking tools like ServiceNow or Jira. - Ability to respond quickly and follow complex processes in a dynamic environment. - Capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations. - Highly motivated, detail-oriented individual contributor with outstanding organizational skills. - Strong interpersonal and verbal communication skills, capable of effective teamwork. - Superior written communication skills, including basic English grammar rules and adherence to styles and standards. - Excellent customer service skills, responding to inquiries and urgent requests professionally. - Ability to work as part of a 24x7x365 team, including weekends and public holidays. Qualifications: - IT-related degree or certification. - Working knowledge of ITIL or a similar service management model. - Prior experience working in a large multinational team.,