Company Overview
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
Job Overview
Milestone is searching for an Incident Manager professional to serve our growing business at a Fortune 500 enterprise client. This role will work collaboratively with engineering, operations, partner teams, and senior leadership to manage active incidents across Gaming. Responsibilities include driving process and service improvements in the operation and feature teams to improve quality of service. The goal of this role is to help decrease incident resolution times and reduce recurrence of platform issues and outages. An ideal candidate will have incident management experience along with experience with tools and processes for identifying and correcting issues to ensure strong client loyalty and high customer satisfaction.
How You Will Make An Impact
- Manage incident response ensuring all incident tasks are conducted per process and procedures
- Ensure internal organization and public facing communication SLAs are met
- Accurately execute and maintain incident processes and procedures
- Assist with improving incident management processes to meet business needs
- Provide detailed summaries for incident postmortems to drive service and process improvements
- Effectively communicate (via voice, email, and chat) with all layers of stakeholders; from executive leadership, operation leads, and engineering resources
- Review incident queues and execute work items within SLA
- Work collaboratively with engineering, operations, and partner teams to manage incidents as efficiently as possible
What You Will Need To Succeed
- 2+ years’ ITIL/MOF style Incident Management experience
- 2+ years' experience in an Operations Center
- 2+ years’ experience managing incident bridges with engineering teams
- Experience writing technical incident details for executive and engineering audiences
- Understanding of postmortem lifecycle and driving process improvements through repair items
- Experience with telemetry systems or system health analytic views
- Demonstrated passion for customer experience & usability
- Self-starter who can act independently without direct supervision
- Ability to quickly summarize complex incidents or issues for a variety of audiences
Desired Experience
- BS degree in Computer Science or related technical field, or equivalent practical experience
Compensation
Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & Inclusion
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.
