重大事件专家
Major Incident Specialist
你好，我是卡西·亚历山大。我是你的招聘人员和 CSG 加入指南！我们很高兴了解更多关于你和你的独特背景。我们的主要事件专家负责通过积极监测 CSG 应用程序和系统提供命令中心支持，以及在潜在问题发生时提供初步重大事件评估，响应和支持。你将使用既定工具集和资源回复并管理系统/性能事件生成的警报。此外，你可能负责与问题管理协调收集和分析事件数据并提出建议以确定根本原因和防止重复的长期行动。我们正在寻找一个主要事件专家，他将：· 识别新兴/潜在的问题以及确定何时调用适当团队来加剧解决特定重大事件中的故障。· 协助主要事件管理支持，包括持续状态评估，团队参与，白板更新和通信，并在重大事件期间进行一般事故管理。· 进行系统健康检查，根据需要启动客户沟通。· 技术团队与客户之间对文件传输问题进行联系。· 对变更活动进行客户验证协调。· 在紧急情况下促进变化批准。· 作为整个 CSG 环境中多个系统，过程和环境相关的系统生成事件的初始接触点和便利者。· 关闭所有由技术团队解决的自动解决事件或事故。· 为 SOC 分析师提供升级/连接。· 负责收集和分析类似问题或根本原因的事件数据，以确定需要执行问题的管理来防止重复。· 与问题经理协调，对目前正在处理的问题有效性进行关键报告需求负责。· 从周三到星期六从9点到8点美国中央时间 （有节日节约）并参加电话轮换。这种机会是适合你吗？我们寻找具有：·学士学位或同等体验的候选人·1年以上服务台，帮助台，NOC 或相关技术支持经验的人员 · 优秀的沟通和人际关系技能，与客户建立联系的能力以及内部工作能力。
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Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
Our Major Incident Specialist is responsible for providing Command Center support by actively monitoring CSG applications and systems as well as providing the initial major incident assessment, response and support when potential issues have occurred. You will respond to and manage alerts generated by system/performance events using established toolsets and resources. Additionally, you may be accountable for pulling and analyzing incident data to coordinate with Problem Management and making recommendations to determine root cause and long term actions to prevent recurrence.
We are looking for a Major Incident Specialistwho will:
- Identify emerging/potential issues as well as determine when to engage the appropriate teams to escalate troubleshooting on identified Major Incidents.
- Assist in Major Incident Management support including continuous status assessments, engagement of teams, whiteboard updates and communications, and general incident management during major incidents.
- Perform routine system health checks and initiates customer communication as needed.
- Liaison between technical teams and clients for file transmission issues.
- Coordinate client validation for change activities.
- Facilitate approvals of Change in emergency situations.
- Serve as the initial point of contact and facilitator for system generated events regarding multiple systems, processes and environments throughout the entire CSG environment.
- Close out all automatically resolved events or incidents resolved by technical teams.
- Be the escalation contact/liaison for SOC analyst.
- Be responsible for pulling and analyzing incident data for like issues or root causes to determine the need to perform problem management to prevent recurrence.
- Be responsible for critical reporting needs on the effectiveness of problems currently being managed in coordination with the Problem Manager.
- Work Wednesday through Saturday 9am -8pm US Central Time (subject to daylight savings) and participate in an on-call rotation.
Is this opportunity right for you? We are looking for candidates who have:
- Bachelor’s degree or equivalent experience
- 1+ years of Service Desk, Help Desk, NOC or related technical support experience
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels
- Advanced knowledge of Microsoft Office
- Ability to work in a Brazil-based CLT contract position
- Ability to read, write, speak and understand the English language in a business environment
CSGer Perks & Benefits
- Work from Home, Hybrid, in-office
- Employee Belonging Groups
- Medical / Dental / Life Insurance
- Meal Voucher
- Day-care benefits
- Paid Vacation, Volunteer, and Holiday Time Off
- And so much more!
Location(s):
Brazil RemoteAccommodation:
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at . CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
Our Guiding Principles:
Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.
Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.
Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
Our Story:
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.
Originally posted on Himalayas