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Major Incident Management - IC/Lead

Primary Duties & Responsibilities:

• Manage Teleperformance’s IT troubleshooting of outage tickets for production-affecting issues
• communicate the status of issues real-time and post outage to both internal and external parties
through verbal and written communication
• Documenting the action taken by IT or our vendors during outage tickets, including the
identification of the impact to business, the root cause of the outage, the investigation of the
outage, what steps were taken to mitigate or resolve the outage, and what could be done to
prevent future reoccurrence of the outage
• Manage the activities of outage ticket post escalation to include identifying and attaching root
cause related items and approving documentation of business impact
• Update or create documentation relation to troubleshooting or outage investigation
• Performs other related duties and assignments as required and as assigned by Supervisor, Lead, or Manager
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited
to: Security, HR, Operations, and any known infractions of any of these corporate policies and
procedures are communicated to the proper Teleperformance Management immediately
• Identify opportunities for efficiency and development in both the team and individuals

Qualifications & Requirements:

• Home Internet access is required
• Experience across multiple IT disciplines including telecom, security, networking systems, and desktop administration
• Proficient with Microsoft Office tools
• Must have exceptional verbal and customer service skills
• Must have excellent writing skills, including experience doing technical writing/documentation
• Must have the ability to multi-task and prioritize
• Must be able to perform duties with minimal supervision
• Must produce a high quantity of quality work with very few errors and mistakes
• Must demonstrate reliability, initiative, and creativity
• Must possess mature and sound judgment
• Must demonstrate excellent teamwork and cooperation, including willingness to accept schedule
changes due to changing business requirements
• Must have a track record of timeliness and regular attendance
• 4-year degree in an IT related course of study or equivalent experience
• Experience with call center technology
• Applicant will be requested to provide a sample of some technical writing they have completed