Incident Manager (PMA I)
Company Name:
IGT
Req No: 13883BR
Position Name:
Location: NV - Reno
Shift: Graveyard
Employment Status: Full Time
Description:
Incident Management: Conducts real-time incident management to ensure incident aging is within predetermined critical success factor (CSF) levels.
Allocates work, follows up with staff, and takes personal responsibility for working incidents as necessary.
Provides support process guidance to IGT Support employees.
Ensures all incidents are driven to be resolved with minimum disruption to customers by monitoring and following up on tickets based on priority (impact and urgency) with technical resources.
Escalates technical incidents or requests to gain cooperation at all levels of technical resources and management until resolution.
Major Incidents: Evaluates incoming incidents reported to the Service Desk and receives communication from Service Desk agents to determine the initiation of a major incident following standardized major incident definitions and procedures.
Initiates and facilitates the major incident process through to resolution following procedures, which calls for extensive communication with technical resources and management levels extending up to Vice-Presidents.
Identifies and escalates deviations from standard processes and delays in resolution appropriately to ensure timely resolution of major incidents.
Challenges holds or delays in resolution and determines if and when additional support resources are required.
SLA Management: Monitors IGT game, system, part, and asset network incidents and their respective service level agreements (SLAs) to ensure an appropriate response to all calls logged with the 24x7 IGT SupportCenter.
Total Ticket Ownership: Ensure all incidents and service requests have been appropriately assigned to resources for ownership and follow standardized escalation procedures and carry out the required actions to monitor, track, and control any service or operational incidents through to resolution by using knowledge articles, problem databases, technical experience, communication channels, and escalating to internal or external subject matter experts (SMEs) or management as required to minimize the downtime and impact of system failures for individual customers and the organization as a whole.
Correspond regularly with resources and personnel in departments within Global Services and Engineering.
Customer Care: Regularly communicate with internal and external customers regarding the status of their requests and incidents at pre-determined time checkpoints based on the service level agreement (SLA) of individual requests and incidents.
First Year Goals
Complete the requisite 90 day training period with adequate quality and efficiency to be working as a functioning member of the IGT Support Center Incident Management team as described in the job summary.
Continue through the first year to be involved in feedback on processes and improvements, as well as potential projects affecting the department.
Required Qualifications
Education: Bachelor's in Computer Science, Business, or an equivalent degree with zero 1 year of work experience in a support/contact center,
incident management, or IT, OR a similar Associates degree with 2 (two) years of experience in a support/contact center, incident management, or IT, OR a minimum of 5 years of work experience in a support/contact center, incident management, or IT.
Experience:
Experience with phone support in troubleshooting complex issues required.
Training:
ITIL Foundations preferred
Knowledge of the following:
Windows OS, Software, hardware, or network troubleshooting support.
Standard support center procedures required.
Skills required:
Ability to perform with minimalsupervision.
Strong oral and written communications skills.
Ability to converse with multiple customers of varying technical skill and knowledge.
Ability to work overtime as needed and take on-call duties regularly to support various projects and issues in a 24/7 environment.
Ability to multi-task in a challenging and dynamic real-time support environment.
Ability to accurately follow documented procedures to resolve common issues.
Preferred Qualifications
Experience:
Call center and Casino/Gaming IT experience preferred.
IGT Systems and Products Support experience preferred
Training:
ITIL SO preferred
TSIA Certification preferred
Special requirements needed Able to obtain a Gaming License
Security Investigation
Pass a background check
Keys To Success o Deliver exceptional customer service
o Demonstrate accountability and integrity
o Develop successful relationship
o Embrace change
o Demonstrate business savvy
. An Equal Opportunity Employer - Minority/Female/Disabled/VeteranEstimated Salary: $20 to $28 per hour based on qualifications.
IGT
Req No: 13883BR
Position Name:
Location: NV - Reno
Shift: Graveyard
Employment Status: Full Time
Description:
Incident Management: Conducts real-time incident management to ensure incident aging is within predetermined critical success factor (CSF) levels.
Allocates work, follows up with staff, and takes personal responsibility for working incidents as necessary.
Provides support process guidance to IGT Support employees.
Ensures all incidents are driven to be resolved with minimum disruption to customers by monitoring and following up on tickets based on priority (impact and urgency) with technical resources.
Escalates technical incidents or requests to gain cooperation at all levels of technical resources and management until resolution.
Major Incidents: Evaluates incoming incidents reported to the Service Desk and receives communication from Service Desk agents to determine the initiation of a major incident following standardized major incident definitions and procedures.
Initiates and facilitates the major incident process through to resolution following procedures, which calls for extensive communication with technical resources and management levels extending up to Vice-Presidents.
Identifies and escalates deviations from standard processes and delays in resolution appropriately to ensure timely resolution of major incidents.
Challenges holds or delays in resolution and determines if and when additional support resources are required.
SLA Management: Monitors IGT game, system, part, and asset network incidents and their respective service level agreements (SLAs) to ensure an appropriate response to all calls logged with the 24x7 IGT SupportCenter.
Total Ticket Ownership: Ensure all incidents and service requests have been appropriately assigned to resources for ownership and follow standardized escalation procedures and carry out the required actions to monitor, track, and control any service or operational incidents through to resolution by using knowledge articles, problem databases, technical experience, communication channels, and escalating to internal or external subject matter experts (SMEs) or management as required to minimize the downtime and impact of system failures for individual customers and the organization as a whole.
Correspond regularly with resources and personnel in departments within Global Services and Engineering.
Customer Care: Regularly communicate with internal and external customers regarding the status of their requests and incidents at pre-determined time checkpoints based on the service level agreement (SLA) of individual requests and incidents.
First Year Goals
Complete the requisite 90 day training period with adequate quality and efficiency to be working as a functioning member of the IGT Support Center Incident Management team as described in the job summary.
Continue through the first year to be involved in feedback on processes and improvements, as well as potential projects affecting the department.
Required Qualifications
Education: Bachelor's in Computer Science, Business, or an equivalent degree with zero 1 year of work experience in a support/contact center,
incident management, or IT, OR a similar Associates degree with 2 (two) years of experience in a support/contact center, incident management, or IT, OR a minimum of 5 years of work experience in a support/contact center, incident management, or IT.
Experience:
Experience with phone support in troubleshooting complex issues required.
Training:
ITIL Foundations preferred
Knowledge of the following:
Windows OS, Software, hardware, or network troubleshooting support.
Standard support center procedures required.
Skills required:
Ability to perform with minimalsupervision.
Strong oral and written communications skills.
Ability to converse with multiple customers of varying technical skill and knowledge.
Ability to work overtime as needed and take on-call duties regularly to support various projects and issues in a 24/7 environment.
Ability to multi-task in a challenging and dynamic real-time support environment.
Ability to accurately follow documented procedures to resolve common issues.
Preferred Qualifications
Experience:
Call center and Casino/Gaming IT experience preferred.
IGT Systems and Products Support experience preferred
Training:
ITIL SO preferred
TSIA Certification preferred
Special requirements needed Able to obtain a Gaming License
Security Investigation
Pass a background check
Keys To Success o Deliver exceptional customer service
o Demonstrate accountability and integrity
o Develop successful relationship
o Embrace change
o Demonstrate business savvy
. An Equal Opportunity Employer - Minority/Female/Disabled/VeteranEstimated Salary: $20 to $28 per hour based on qualifications.
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