Incident Management Tier 3 Analyst in Work From Home at Teleperformance US

Date Posted: 9/12/2020

Job Snapshot

Job Description

PURPOSE OF POSITION

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.

PRIMARY DUTIES AND RESPONSIBILITIES

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

QUALIFICATIONS AND 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

 Must demonstrate excellent teamwork and cooperation, including willingness to accept schedule changes due to changing business requirements

 Must have a track record of timeliness and regular attendance

 4 year degree in an IT related course of study or equivalent experience

 Experience with call center technology

 Applicant will be requested to provide a sample of some technical writing they have completed

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