Incident Controller Lead/Major Incident
US - KS - Overland Park
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
What will you do?
In this role, you will take ownership of high priority incidents and work with other support parties (internal and external), to lead the troubleshooting process by which critical service outages are restored as quickly and smoothly as possible following the onset of a major incident. In addition, you will be fulfilling the role of an Incident Control Lead where you will be working with other incident controllers globally to manage incident tickets to ensure a seamless flow to the correct resolver teams. Supporting Problem Management, you will use strong analytical skills to assist with root cause analysis uncovering areas with repeat issues, partnering with service owners to identify target actions from lessons learned, and report progress on driving improvements within region. Finally, you will analyze the service management data to help identify areas to improve reliability, performance and customer satisfaction.
What do you need to succeed?
We need someone with excellent communication and analytical skills, both written and verbal, the ability to assess, situations and respond swiftly to find the best resolution with the least amount of business disruption, a track record of managing Major Incidents and driving team through root cause analysis and implementation in a complex IT environment, and a strong understanding of ITIL Methodology to evolve and sustain best practices across a global team. Partnering with others, both inside and outside of the organization, is critical to your success.
What you’ll get
- Work with brilliant minds, often within a global capacity;
- Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
- Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.
Why we’re different
- Brazilian and privately owned company;
- Agility, flexibility, and innovation are in our DNA;
- Flat organizational structure which enables faster communication and decision making;
Take a look for yourself
Here's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY