Company OverviewMilestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.Job OverviewIntroductionCovestic is searching for (Title)s to serve our growing business at a Fortune 100 enterprise client as part of a 24x7x365 support service. The team is responsible for managing and documenting all steps of the incident management lifecycle for multiple, interconnected, revenue-generating services. The role provides SME-level experience to guide service engineer teams as they investigate fault conditions, communicate status updates, identify significant milestones, and mitigate customer impact. Ideal candidates are ITSM professionals with experience in a DevOps environment.DutiesInternalize and then use documented procedures, styles, and standards to ensure a consistent experience for all stakeholdersDrive investigation efforts during service outage triage to ensure appropriate prioritization and focus and to ensure service level agreements (SLAs) are metCoordinate with service engineers to determine customer/business impact and outage severity and then determine the appropriate internal process to followIdentify patterns that indicate a specialized incident management process is appropriate and then transition the investigation team to the appropriate processCommunicate with multiple stakeholders (including incident management analysts, peers, service engineers, management, and executives) during the service outage investigation via voice and chat, often concurrentlyCraft clear, concise summaries of triage and mitigation efforts and of the current service state so those summaries can be used to communicate to stakeholders enterprise wideCoordinate with service engineers to identify additional SME-level and management-level support when a service level agreement (SLA) might be missedCoordinate closely with multiple incident management analysts and peers during complex and/or extended service outages to ensure a seamless experience for all stakeholdersMentor incident analysts team members to ensure they meet documented standards, follow processes, and understand best practicesConsult with team leadership to identify process, documentation, and training improvements and assist with the improvement efforts, if requestedRespond to manual escalations and other communications in a clear, professional mannerRequired Qualifications4+ years of experience working in IT operations support following procedures, gathering metrics, and monitoring for both automated and manual notifications4+ years of experience supporting enterprise-level applications, server hardware, databases, and networks4+ years of experience using alerting, incident management, and/or work tracking tools such as ServiceNow or JiraDemonstrated ability to respond decisively through a proactive and engaged approach and to solve multiple, complex, problems with little to no forewarning in a dynamic environmentProven capacity to effectively balance multiple responsibilities without compromising work quality or missing mission-critical Service Level Agreements even during high-pressure situationsHighly motivated, detail-oriented leader with outstanding organizational skills interested in contributing to projects designed to respond to a dynamic environment and improve team efficiencyStrong interpersonal and verbal communicator capable of mentoring less experienced team members and inspiring others to exceed expectationsSuperior written communication skills, preferably with experience helping others follow basic English grammar rules, use templates, and follow documented styles and standardsExcellent customer service skills with the demonstrated ability to respond to questions and urgent requests in a helpful, empathetic, and professional way while maintaining a high level of awarenessDemonstrated ability to analyze data and then proactively suggest methods, such as process or tool improvements, to correct negative trendsAbility to work as part of a 24x7x365 team with shifts that include weekends and public holidaysPreferred QualificationsIT-related degree or certificationCertification in or strong working knowledge of ITIL or similar service management modelPrior experience as a supervisor or team leadPrior experience working in a large multinational teamPrior experience using data visualization tools such as PowerBI or TableauPrior experience defining procedures and metricsCompensationEstimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.Our Commitment to Diversity & InclusionAt Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.