Incident Coordinator

At Sprezzatura we are at the forefront of revolutionizing technology committed to driving innovation and delivering exceptional customer experiences.

\As an Incident Coordinator at Sprezzatura, you will report to the Sr. Manager for the Incident Response team and assist with leading the incident management process to resolution and identifying culpable systems. You will also log and categorize recurring incidents to improve incident management protocols. To be a successful incident coordinator, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident coordinator should excel at multitasking and remain judicious during major incidents. You will be expected to assist the Incident Manager with improving current and new processes.

We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client’s missions.

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Responsibilities: 

· Respond to internally identified and customer reported system Incidents and coordinate incident resolution rapidly and within defined service levels.

· Prioritize incidents according to their urgency and influence on the business.

· Collaborate with teams as needed to ensure that all protocols are diligently followed.

· Log all incidents and their resolution to see if there are recurring malfunctions.

· Propose adjustments to incident management process to Incident Manager and support implementation of changes.

· Communicate with upper management if major issues are found in the IT system.

· Manage root cause analysis between technical teams.

· Document the impact of the incident, root cause, and corrective actions.

· Provide and communicate internal incident reports to stakeholders and assist with input in preparation of customer facing documents.

· Work with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services.

· Complete reports to management related to incident trends, quality trends, and ticket trends • Work with Incident Manager on analysis of reports and incident trend data to identify and eliminate root causes.

Requirements:

· 5+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization.

· Some familiarity with Agile project management and sprint planning.

· Ability to work independently as well as collaboratively on cross-functional teams.

· Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills.

· Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations.

· Must be able to obtain a public trust clearance.

· Must be eligible to work in the United States.

· Must have reliable internet service that allows for effective telecommuting.

Years of Experience:

· Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers.

· Equivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organization.

· Knowledge of IT Operations and key systems

· Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills.

· Knowledge of IT Operations and key system

· 3+ years of relevant experience including at least.

Education:

Associate degree in a computer discipline, OR equivalent applicable experience will be considered.

Clearance: Ability to obtain Public Trust government clearance.

• Why Join: You will join a team of trusted Salesforce CSC professionals in a culture defined by our core values: compassion, empathy, service, initiative, and hard work.

• We Hire our Heroes: Veteran owned organization encouraging veterans to apply. (Thank you for your service!)

• Benefits: Total Rewards Package, Community, Volunteer Opportunities, Well-being Support.

• How to Apply: Submit your resume and a cover letter detailing relevant experience and qualifications to Talent@SprezzMC.com or click the QUICK APPLY option.

WORK AUTHORIZATION

This role requires you to live within the United States.

Evidence of work authorization upon employment is required in compliance with the Immigration Reform and Control Act of 1986. Completion of USCIS form I-9 will be required to verify employment eligibility within 3 business days of the first day of employment.

AAP/EEO STATEMENT.

Quantum Management expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Quantum Management ’s employees to perform their job duties may result in discipline up to and including discharge.

CLEARANCE REQUIREMENT.

This position may require Public Trust clearance. Candidates must undergo a background investigation, including a review of employment history, education, criminal record, and financial history. The clearance process ensures that the candidate is reliable, trustworthy, and of good conduct and character. Employment offers are contingent upon successful passing a public trust clearance process.