Crisis Coordinator-IT Support in Work From Home at Windstream

Date Posted: 5/4/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Up to 5 year(s)
  • Date Posted:
    5/4/2022

Job Description

Job ID:22002552

Purpose:



The Crisis Coordinator (CC) is the initial point of contact for Critical and High Incident reporting and takes ownership of the escalation process. The Crisis Coordinator executes the necessary steps to engage the appropriate participants and ensure that timely and effective communication occurs for all Critical and High incidents.  The CC represents the Support Desk in problem review meetings and ensures that all required information is properly documented.





Essential Functions:




• Actively monitor the Incident Management system to identify Critical and High severity incidents based on user impact, severity or breach of SLA




• Investigate and assess reported incidents to determine impact and severity of issues




• Documents all information in Incident Management system and upgrades/downgrades incident severity as needed




• Updates and maintains work log entries for Incidents within the Crisis process




• Alert and engage the responsible support organization of outage and user impact




• Participate in conference bridge calls ensuring that efforts are coordinated and progress from troubleshooting to resolution, provide troubleshooting or testing assistance as needed; may initiate bridge call if needed




• Manages communication to keep the business informed of status via regular updates using designated systems and tools




• Updates and maintain notification channels (ACD Ambush Message, Critical Notification tool and ITSM Broadcast) to ensure that accurate and consistent information is being relayed




• Represents IT Support Desk on problem review calls




• Works in tandem with others on the team particularly during multiple crisis situations




• May participate in Change Request implementations for planned maintenance or upgrade events to provide testing and validation on behalf of Support desk or to communicate status updates




• Monitors support channels following major changes or outages to confirm the return to normal call volume expectations




• Adheres to all established Windstream policies and guidelines




• Performs other duties and responsibilities as assigned





Skills/Requirements:






• Ability to manage multiple tasks while effectively focusing on priority issues




• Demonstrates high stress tolerance and strong time management skills




• Exercises good judgment and business acumen




• Works independently and requires little supervision




• Possesses excellent interpersonal and professional communication skills, both verbal and written




• Ability to work as a member of a team and cross-functionally within the organization




• Excellent troubleshooting and problem-solving skills




• Broad knowledge of in use business applications and systems





Desired Training & Experience:






• Bachelor's Degree or other relevant combination of training and experience preferred




• Three to five years’ experience directly related to the position required




• Demonstrated experience in a multi-tiered, multi-channel inbound support environment or Call Center




• Experience using an enterprise ticket system such as Cherwell, Remedy, SalesForce, Track-IT, or Heat




• Familiarity with ITIL model and ITSM best practice



Qualifications - External



Minimum Requirements: Associate Degree in technical field and 5 years directly related experience; or an equivalent combination of education and directly related technical experience required. Bachelor’s degree may be substituted for some experience as deemed appropriate.



EEO Statement



Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer. Windstream is a drug-free workplace.



Internal Description







Description - Internal



Position Summary







Purpose:





The Crisis Coordinator (CC) is the initial point of contact for Critical and High Incident reporting and takes ownership of the escalation process. The Crisis Coordinator executes the necessary steps to engage the appropriate participants and ensure that timely and effective communication occurs for all Critical and High incidents.  The CC represents the Support Desk in problem review meetings and ensures that all required information is properly documented.





Essential Functions:




  • Actively monitor the Incident Management system to identify Critical and High severity incidents based on user impact, severity or breach of SLA

  • Investigate and assess reported incidents to determine impact and severity of issues

  • Documents all information in Incident Management system and upgrades/downgrades incident severity as needed

  • Updates and maintains work log entries for Incidents within the Crisis process

  • Alert and engage the responsible support organization of outage and user impact

  • Participate in conference bridge calls ensuring that efforts are coordinated and progress from troubleshooting to resolution, provide troubleshooting or testing assistance as needed; may initiate bridge call if needed

  • Manages communication to keep the business informed of status via regular updates using designated systems and tools

  • Updates and maintain notification channels (ACD, Ambush Message, Critical Notification tool and ITSM Broadcast) to ensure that accurate and consistent information is being relayed

  • Represents IT Support Desk on problem review calls

  • Works in tandem with others on the team particularly during multiple crisis situations

  • May participate in Change Request implementations for planned maintenance or upgrade events to provide testing and validation on behalf of Support desk or to communicate status updates

  • Monitors support channels following major changes or outages to confirm the return to normal call volume expectations

  • Adheres to all established Windstream policies and guidelines

  • Performs other duties and responsibilities as assigned





Skills/Requirements:






• Ability to manage multiple tasks while effectively focusing on priority issues




• Demonstrates high stress tolerance and strong time management skill




• Exercises good judgment and business acumen




• Works independently and requires little supervision




• Possesses excellent interpersonal and professional communication skills, both verbal and written




• Ability to work as a member of a team and cross-functionally within the organization




• Excellent troubleshooting and problem-solving skills




• Broad knowledge of in use business applications and systems





Desired Training & Experience:






• Bachelor's Degree or other relevant combination of training and experience preferred




• Three to five years’ experience directly related to the position required




• Demonstrated experience in a multi-tiered, multi-channel inbound support environment or Call Center




• Experience using an enterprise ticket system such as Cherwell, Remedy, SalesForce, Track-IT, or Heat




• Familiarity with ITIL model and ITSM best practice





Minimum Requirements: Associate Degree in technical field and 5 years directly related experience; or an equivalent combination of education and directly related technical experience required. Bachelor’s degree may be substituted for some experience as deemed appropriate.

Job Requirements

Minimum Requirements: Associate Degree in technical field and 5 years directly related experience; or an equivalent combination of education and directly related Technical experience required. Bachelors degree may be substituted for some experience as deemed appropriate.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.