Incident Control Specialist, Sr. (TIAA)

* Coordinate the daily execution of the major incident management process.

* Facilitate regular incident review meetings.

* Communicate changes and issues in the environment which may affect service desk and deskside incident

volume.

* Identify opportunities minimize exceptions to processes and propose framework for sustainable practice.

* Monitor the effectiveness and efficiency of the incident management process.

* Identify functional escalation point for tickets when required.

* Oversee the lifecycle of all open incidents/requests in order to communicate issues or potential issues with

vendors clients Stefanini technicians and leadership resources and detect and prevent SLA and/or KPI

breaches.

* Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams.

Minimum of six (6) months experience with Service Desk or Deskside projects.

* 0-2 years experience in an incident control role.

* Understanding of technician documentation requirements.

* Strong customer service experience.

* Ability to work in a dynamic team environment as well as independently with limited supervision.

* Ability to identify problem areas and feed this information to service delivery.

* Excellent oral and written English communication skills.

* Solid understanding of Microsoft Outlook Excel and Word 2010.

* Strong organizational and prioritization skills with focus on attention to details.

* ITIL foundations certificate is a plus but not required.

* May require additional project-specific training.

* Attendance and schedule adherence are requirements for this position.

* Knows and applies fundamental concepts practices and procedures of particular field of specialization.

* May develop advanced skills using tools and equipment appropriate for the position or specialization.

* Using established procedures and working under immediate supervision performs assigned tasks.

* Work is routine and instructions are usually detailed.

* Resolves routine questions and problems and refers more complex issues to higher levels.