Problem Management - Major Incident Specialist

Company: CSG International_CorpCore ( Learn More )

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General Information
US-NE-Omaha
N/A
Not Specified
Full-Time
Not Specified
None
False
False
Job Description Schedule:  Tuesday-Sat   11pm-8am  DEPARTMENT FUNCTION:  The CSG Solutions Support Center is a multi-faceted Problem Management organization.  The Business to Business Support Center is part of the organization that answers questions pertaining to the functionality of the company's products and/or services, and coordinates the resolution of issues that the customers may encounter while using computer hardware or software.  This point of contact provides product information for licensed and/or service bureau customers, responds to requests on procedural matters, serves as first level support for server, workstation, network, and mainframe outages, logs incoming calls, monitors batch jobs, verifies successful file transfer processes, and holds responsibility for problem determination.  The Solutions Support Center also has responsibility for problem escalation and for communication to the customer and within CSG organization regarding status of issues.  GENERAL PURPOSE OF JOB:  The Major Incident Specialist is responsible for managing, monitoring and assessing the internal processes and systems within the CSG infrastructure.  This includes providing: notification management for identified problems, throughout its entire life cycle - from issue detection to Preventative Actions; CSG systems & process support through the daily review and monitoring of established tools and resources (Change Management, Event Management, and SLA Dashboard); SSC Operations Support by managing or assisting in departmental process (Incident Management, Trend Reporting, etc.).  Specific Duties include: determining when to engage second level teams to troubleshoot identified issues, leading technical teams in driving to resolution, providing global notification to CSG Executives, providing After Action Summary reports on global issues, review operational reports and systems to ensure that CSG SLA requirements are met and if not, knowing what potential penalties are associated, anticipate emergent situations for all available CSG assets and assist in the contacting of essential/critical personnel as required. Provides leadership in communicating network and system problems and selects and follows appropriate outage/recovery procedures.  Must be able to work within a team environment, capable of determining what is best for the SSC and CSG. Required to work 2nd, 3rd, weekend or holiday shifts, extra shift in emergency situations, and rotate 24x7 On-call support.
Job Requirements

1.      Bachelors Degree Equivalent Experience required. Ideal skills include: Client server technology preferred. Ability to communicate effectively to all levels including top management, clients and customers. Possess in depth knowledge of CSG's core business.

1.      1. MS Office Products (Intermediate Level) 2. Networking Concepts (Beginner Level) 3. Server Infrastructure Concepts (Beginner Level) 4. Technical Troubleshooting Concepts (Intermediate Level) Ex: troubleshoot application first, server second, network third

1.     1. Analytical (Need someone that assess the situation and consider all variables) 2. Big Picture Thinker (Need someone that can use process as a guide but can take all variables into consideration to make good informed decisions even if outside of process)  

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