Incident Lead

INCIDENT LEAD Metro Systems is looking for an Incident Lead to support a Fortune 100 client in Charlotte, NC or St. Louis, MO. This person will be responsible for providing Incident Coordination and monitoring support related our client’s internal systems and their 3rd party billing. Analyze systems for ongoing performance improvements at user and system levels. Ensures timely escalation of issues during service impacting events, coordination of support resources, drives service restoration activities, manages timely event communications, and supports root cause analysis & follow-up. Additionally, this position is responsible for ensuring that all associated event and response detail is documented for critical incidents and delivered within defined targets to both Problem Management and key stakeholders.MAJOR DUTIES AND RESPONSIBILTIES• Actively and consistently supports all efforts to simplify and enhance the customer experience• Manages critical incidents and ensures tickets are fully documented and resolved properly• Responds to requests for technical assistance electronically, by phone and in person• Diagnoses and resolves technical issues related to hardware, software and networks• Logs interactions via ticketing system. Conducts follow-up when needed to ensure closure of ticket• May provide support for mass adjustments, reporting, interfaces, security, environments, outage and trouble ticketing• Documents processes, resolutions and sends e-mail communications to user base• Stays current with system information, changes, and updatesREQUIRED QUALIFICATIONS• Ability to analyze and interpret data• Ability to communicate with all levels of management and company personnel• Ability to handle multiple projects and tasks• Ability to maintain confidentiality• Ability to make decisions and solve problems while working under pressure• Ability to show judgment and initiative and to accomplish job duties• Ability to work independently• Strong interpersonal and teamwork skills• Ability to work rotating shifts to support 24/7/365 organization• ITIL knowledge• Knowledge of industry requirements used to support end user cable, data, and telephony billing• In depth knowledge of systems used by Cable and/or Telecommunications industries to support billing, customer services, and accounting activities• Proficient in Microsoft desktop products including Access, Word, Excel, Power Point, and Project MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.