- Hold the responsibility for driving major incidents through to resolution in accordance with agreed procedures and service levels.
- Provide a command and control presence on Bridges and Incident Calls.
- Ensure that the activities and resolution are properly executed and documented.
- Assist in day-to-day administrative activities of the team of Incident Coordinators.
- Work on other projects/issues of medium to high complexity as assigned.
- Triggers and ensure Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication. He/she debriefs in real time and reports to management on the incident resolution.
- Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
- Continuously informs all stakeholders on the status of their problem through Incident Notification.
- Experience/Education:
- Bachelors degree preferably in computer science or a related field.
- Certification of ITIL principals preferred but not required.
- At least 1.5 years of experience in an enterprise IT environment.
Knowledge/Skills/Ability:
- Basic understanding of ITIL principals.
- Ability to facilitate, drive, orchestrate, and lead large diverse groups.
- Analytic and problem solving skills along with strong verbal, written and presentation skills.
- Awareness of Infrastructure and Technology sufficient for understanding scope and impact of IT failures and issues.
- Ability to work in a stressful environment.
Physical Demands & Work Conditions:
- General office environment.
- May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times.
- No special physical demands required.
- Due to the nature of this work, must be able to work unconventional shifts (on call/after hours/weekends).
Job Details
'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!
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