Major Incident Analyst

Interapt is on a mission to transform technology and empower communities. As a leading technology services company we pride ourselves on developing top-tier talent while providing opportunities for individuals from diverse backgrounds. Our unique approach combines technology with a strong commitment to social responsibility making us a standout in the industry.

We are currently seeking an Major Incident Analyst to join our remote Escalation team. This role is ideal for self-motivated individuals passionate about customer service and looking for an opportunity for career growth. As an Major Incident Analyst you will play a crucial role in managing and resolving escalated issues while fostering effective communication between departments and fulfilling client needs within Interapts BPS division. Your day-to-day tasks will include troubleshooting issue resolution and educating both clients and team members.

You will work in a structured environment collaborating with support teams and tackling daily assigned cases. Your efforts will be vital for ensuring high-quality service delivery and enhancing customer satisfaction. Teamwork is key; while you might not have every answer we ensure you know where to find solutions!

The role includes responsibilities such as:

• Monitoring and supporting the service desk for major incidents
• Communicating and escalating incidents to appropriate support teams for quick resolution
• Drive Major Incident calls/bridges managing the participants with a focus on restoration actions
• Providing consulting expertise across various support teams via multiple communication channels
• Facilitating problem identification and troubleshooting advocating for customer success
• Contributing as a flexible resource across different contact channels

• 3 years of Major Incident Management experience
• Understanding of ITSM practices (Incident Problem Change etc.)
• Proficient in Microsoft Office 365 tools and other collaborative apps
• Excellent verbal and written communication abilities
• Strong understanding of technical processes and data management

*This role is not open to agency submissions or Corp-to-Corp partnerships. Direct Applicants Only!

At Interapt we embrace diverse perspectives and welcome applicants from all walks of life. If you dont meet every qualification on our list dont let that stop you from applying. Were committed to investing in the right candidate so if youre excited about this opportunity we want to hear from you!

• 100% Remote Work
• Training & Development
• Health Care Plan (Medical Dental & Vision)
• Retirement Plan (401k IRA)
• Life Insurance (Basic Voluntary & AD&D)
• Paid Time Off (Vacation Sick & Public Holidays)
• Family Leave (Maternity Paternity)
• Short Term & Long Term Disability
• Wellness Resources

Interapt will not discriminate against applicants based on RACE COLOR RELIGION NATIONAL ORIGIN SEX (INCLUDING PREGNANCY AND GENDER IDENTITY) SEXUAL ORIENTATION GENETIC INFORMATION OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR A PERSON 40 YEARS OLD OR OLDER.

Required Experience:

IC