"Alerted.org

Responsibilities:

+ Monitor IT infrastructure and application components 24/7 using industry-standard tools.

+ Possess a strong understanding of IT systems and services, including both cloud and legacy systems.

+ Act as the primary point of contact for all stakeholders during major incident bridges.

+ Take ownership of the end-to-end incident and problem lifecycle for all severities (Sev 1 – Sev 4).

+ Minimize business disruptions and productivity loss by reducing downtime and resolving incidents quickly.

+ Prioritize incidents based on their urgency and impact on the business.

+ Communicate clearly and effectively with both technical and non-technical stakeholders.

+ Regularly notify business units with key updates on active incidents and problems.

+ Lead and demonstrate strong analytical and problem-solving skills during IT bridge calls.

+ Coordinate with various IT teams, track incident progress, and document events.

+ Continuously review and refine the incident management process for maximum efficiency.

+ Generate reports on incident and problem trends, timelines, and root cause analysis (RCA).

+ Follow the soft handover process between shifts, ensuring all team members are informed about upcoming and priority tasks.

Major Incident Management Responsibilities:

+ Act as the primary point of contact for critical incidents, ensuring timely resolution and effective communication with stakeholders.

+ Assess and classify incidents based on severity and business impact, ensuring appropriate escalation.

+ Coordinate with technical teams, vendors, and management to drive incident resolution.

+ Provide real-time updates to leadership and business teams during major incidents.

+ Conduct post-incident reviews (PIRs) and root cause analysis (RCA) to identify preventive measures.

+ Maintain incident management reports and dashboards for trend analysis and service improvement.

+ Ensure compliance with ITIL-based incident management processes and best practices.

Required Qualifications:

+ Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

+ 4-5 years of experience in a Network Operations Center (NOC) or IT support environment.

+ Strong understanding of network monitoring tools, ticketing systems, and troubleshooting methodologies.

+ Experience handling major incidents, including coordination, escalation, and communication with stakeholders.

+ Familiarity with ITIL framework and best practices in Incident Management.

+ Strong analytical and problem-solving skills.

+ Excellent communication skills, with the ability to clearly convey technical information to non-technical stakeholders.

+ Ability to work in a 24x7 environment with rotational shifts.

Preferred Qualifications:

+ ITIL v3/v4 Foundation Certification.

+ Experience with monitoring tools like SolarWinds, Nagios, Zabbix, or equivalent.

+ Knowledge of cloud-based infrastructures (AWS, Azure, Google Cloud).

+ Basic scripting knowledge (PowerShell, Python, or Bash) for automation.

+ Experience working with ServiceNow or similar ITSM tools.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

#LI-Remote #LI- SB1