Incident Manager
Buchanan Technologies 18 reviews - Milwaukee, WI

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Buchanan Technologies is looking for an Incident Manager for a client in Milwaukee, WI.

Roles and Responsibilities:
  • Manage three other Incident Managers remotely; while acting as Buchanan's Account Manager on site for the client.
  • Manage client relationships
  • Respond to telephone calls, email and requests for incident management, escalations in a fast, friendly manner and have the ability to explain technical situations
  • Monitor & manage network and telephony incidents
  • Monitoring & Manage network & telephony service requests
  • Collating incidents related to the same problem
  • Performing trend analysis on resolved and open incidents on a regular basis
  • Participating in root cause analysis on network and telephony incidents
  • Monitoring and managing client assigned Resolver Groups to ensure timely and efficient problem determination, resolution and communication of network and telephony Incidents between client and customer service providers
  • Returning misrouted incidents & service requests to customer L1 service desk for correction.
  • Notifying Client resolver groups of incidents that are in jeopardy of missing service level agreements.
  • Assisting customer service L1 service desk in in assigning severity levels
Required Skillset:
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Experience with Point-of-Sale (POS)
  • Previous process management experience, ability to perform gap & root cause analysis required
  • Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Previous supervisorial experience working with diverse groups and individuals to set goals, establish priorities, and solve complex problems
  • Ability to demonstrate a solid understanding of network components and concepts
  • Strong problem solving/analytical abilities
  • Strong commitment to quality customer service
  • Possess the ability to communicate professionally with executives in a non-technical, easy to understand manner
  • Ability to work independently as well as willing to follow direction and best practices
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Ability to follow defined processes & procedures.
  • Candidates must also be able to work any shift, holidays, and weekends
Education and Training:
  • ITIL and HDI certifications
  • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment.
  • Previous experience in a technical service desk and incident management tools (ticketing system)

About this company
18 reviews
For over 20 years, Buchanan Technologies has been in the business of helping our customers solve business problems through the use of...