Escalation Analyst

Job Summary

A company is looking for an Escalation Analyst to join their remote team.

Key Responsibilities

• Monitor and support the service desk for major incidents
• Communicate and escalate incidents to appropriate support teams for quick resolution
• Drive Major Incident calls, managing participants with a focus on restoration actions

Required Qualifications

• 3-5 years of Incident Management / Major Incident Management experience
• Understanding of ITSM practices (Incident, Problem, Change, etc.)
• Proficient in Microsoft Office 365 tools and other collaborative apps
• Strong understanding of technical processes and data management