Major Incident Specialist

$41,600 - $52,000/Yr

Insight Global - Louisville, KY

Full-time

Louisville, KY

Administrative and Support Services

About the position

The Major Incident Specialist is responsible for managing and resolving significant incidents that impact customer service. This role involves acting as a point of contact for incoming incident escalations, guiding the incident response process, and ensuring that normal service is restored quickly and efficiently. The Specialist will work closely with the Incident Owner and must possess strong problem-solving, analytical, and communication skills to effectively lead incident management efforts.

Responsibilities

• Act as a point of contact for incoming incident escalations.
• Guide and assist in the identification, escalation, and remediation of incidents.
• Work closely with the Incident Owner as an incident lead and primary technical resource.
• Manage incident response scenarios to minimize impact on customer service.
• Utilize strong problem-solving and analytical skills during incident management.
• Apply organizational and critical thinking skills to resolve incidents efficiently.

Requirements

• 3-5 years of customer service experience.
• Knowledge of ITSM Platform - ServiceNow.
• Strong understanding of event management and escalation procedures.

Nice-to-haves

• Bachelor's degree in Computer Science, Engineering, Business, or related field.
• Demonstrated leadership abilities and a track record of successfully managing incident response teams.
• ITIL 4 Foundations certification.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Health Savings Account (HSA) options
• Flexible Spending Account (FSA) options
• Dependent Care Flexible Spending Account (DCFSA) options
• 401k retirement account access with employer matching
• Paid sick leave
• Paid time off as provided by applicable law.