Company Overview
Milestone 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 Overview
Join our team for 24x7x365 management of High Severity level incidents at Milestone Technologies. As an Incident Management Specialist, you will triage, analyze, and facilitate the resolution of major incidents, driving quick service restoration and providing leadership for all events, especially high-priority incidents.
Responsibilities
- Manage High Severity level incidents throughout their lifecycle
- Obtain and document relevant triage information via Incident ticket
- Investigate, identify, and document the cause of incidents with technical teams
- Drive communication in the SEV bridge and with business stakeholders
- Collaborate with the ITSM Problem Management team for service improvement
- Issue Severity Level Incident Pages (SEV) using internal Incident Management processes
- Facilitate, manage, and document via SEV Phone Bridge or Microsoft Teams
- Communicate incident status via email and Urgent Messenger alerts to Executive and Management teams
- Provide guidance and assistance to technical and management teams on the SEV incident bridge
- Engage additional resources, including Executive Management, as needed
- Identify absolute root cause and document remediation actions for SEV incidents
- Review and ensure implementation of short-term and long-term remediation actions
- Analyze SEV level ITSM tickets to identify incident trends
- Collaborate with Problem Management for service improvement and communicate action plans
Skills
- Broad technical knowledge across infrastructure, networking, applications, databases, and client platforms
- Sound working knowledge of ITIL and infrastructure support processes
- Experience in IT Incident Management, Crisis Management, and Problem Management
- Excellent written and oral communication skills
- Ability to work independently, think critically, and act responsibly
- Professional behavior in all circumstances
- Self-motivated and assertive
- Ability to remain calm, rational, and logical under stress
- Microsoft Office suite of products
- BMC (Remedy) Suite of products / Service Now (Preferred)
- Microsoft Teams (Preferred)
- Drivers License (Required)
Compensation
ITIL foundation or intermediate certification (Preferred)
Estimated Pay Range: $67,200 - $80,000 USD
We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process. 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 & Inclusion
At 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.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.
