Analyst, IT-Incident Management Tier 3 in Salt Lake City at Teleperformance US

Date Posted: 3/2/2020

Job Snapshot

Job Description


About the Company

Teleperformance is a strategic partner to the world's leading companies, bringing solutions and enhancing customer experience during each interaction. We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. For us, each interaction needs to be treated as unique.
We are a team of 300,000 + passionate employees. Located in 80 countries with 400 + facilities and 218,000 workstations.

Our people feel they are part of something way bigger than just a job. We try to make a positive difference in people's lives and make the world a better place.
Your Impact
Our call center representatives are a very important part of our family. You will be the eyes and ears for our team, fielding customer inquiries and finding innovative ways to respond. Working in a collaborative and engaging environment, you will have the chance to interact with people from all walks of life and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you any


    To take ownership of identified issues (Outages) and help resolve them as quickly as possible through strong troubleshooting skills and engagement of other IT employees.

    The Tier 3 Incident Analyst will also be responsible for ongoing maintenance of Teleperformance’s technical documentation and using that documentation to assist in performing an impact analysis for internal projects and change management. As a follow-up to their management of escalated issues, this individual will take responsibility for ensuring receipt of a timely and accurate root cause analysis.



    • Manage Teleperformance’s IT troubleshooting of outage tickets for production-affecting issues
    • Communicate the status of issues real-time and post outage to both internal and external parties through verbal and written communication
    • Documenting the action taken by IT or our vendors during outage tickets, including the identification of the impact to business, the root cause of the outage, the investigation of the outage, what steps were taken to mitigate or resolve the outage, and what could be done to prevent future reoccurrence of the outage.
    • Manage the activities of outage ticket post escalation to include identifying and attaching root cause-related items and approving documentation of business impact.
    • Update or create documentation relation to troubleshooting or outage investigation.
    • Performs other related duties and assignments as required and as assigned by Supervisor, Lead, or Manager
    • Thrive as a team player in a fast-paced, high-energy, change-oriented environment
    • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
    • Identify opportunities for efficiency and development in both the team and individuals

Job Requirements


  • Home Internet access is required
  • US citizenship or lawful permanent resident
  • Must pass US Treasury Dept. background check
  • Must pass criminal background check
  • Experience across multiple IT disciplines including telecom, security, networking, systems and desktop administration
  • Proficient with Microsoft Office tools
  • Must have exceptional verbal and customer service skills
  • Must have excellent writing skills, including experience doing technical writing/documentation
  • Must have the ability to multi-task and prioritize
  • Must be able to perform duties with minimal supervision
  • Must produce a high quantity of quality work with very few errors and mistakes
  • Must demonstrate reliability, initiative, and creativity
  • Must possess mature and sound judgment

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