Incident Controller I  

• Responsible for the day-to-day quality and integrity of the Incident Management process (real time)
• Coordinate high priority ticket handling
• Monitor and identify information including but not limited to ticket avoidance and shift left opportunities on a recurring basis
• Facilitate outage/significant event communications, remediation, records, and reports
• Ensure ticket response thresholds are met throughout the entire Incident Management lifecycle
• Responsible to monitor, analyze and act upon the contacts submitted to the global IT Specialist Level 1 staff
• Facilitate, initiate and/or propose actions to ensure the highest standard of customer service in accordance with Stefanini values and contractual agreements.
• Exercise processes and methods to ensure that service expectation thresholds are met to include taking ownership and working to complete aging tickets, documenting information as needed, escalating concerns, or performing the ticket closure procedures
• Liaise with global SMO team and Service Managers where applicable to provide real time feedback about increased volumes incoming to the Service Center and cooperate in developing and executing mitigation strategies
• Ticket volume, frequency, Impact and outcome analysis
• Participate in the weekly SMO meetings
• Develop and/or distribute various daily or weekly reports
• Coordinate High Priority ticket handling

• Knowledge of IT best practices, industry trends and excellent customer service
• Three (3) years of IT support experience troubleshooting hardware, software and networking related issues
• Three (3) years of IT support experience on MS Office 2007 or 2013
• Three (3) years of IT support experience on Windows Active Directory
• Ability to effectively communicate technical information to non-technical audiences
• Proven Customer Service experience in the Information Technology field, handling challenging and unique situations
• Effective communication skills – written, verbal, listening
• Ability to present and communicate to small groups which may consist of peers and/or management
• Solid documentation skills with keen attention to detail
• Ability to complete special projects/assignments with minimal supervision
• Ability to search internally/externally for support information
• Ability to multi-task and change focus quickly and efficiently
• Team and customer-oriented attitude
• Shift flexibility performing services for a 24 x 7 Global customer
• Outstanding attendance and schedule adherence
• ITIL Foundation Certification preferred
• ITIL Intermediate Certification preferred
• Experience with ServiceNow preferred

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.