This role focuses on analysis, documentation, coordination, and communication—not on technical troubleshooting
Job Summary
This role focuses on analysis, documentation, coordination, and communication—not on technical troubleshooting.
You’ll partner with cross‑functional technology and business teams to improve the quality and timeliness of root cause analysis (RCA) deliverables and enhance how incidents are managed across the organization.
We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work.
Matching Summary
This role focuses on analysis, documentation, coordination, and communication—not on technical troubleshooting.
Skills & Requirements
Must-have
Problem investigation reports (PIRs)
Root cause analysis (RCA)
Ticketing/case management systems
Excel for data analysis
PowerPoint for reporting
Nice-to-have
ITIL Problem Management workflows
IT Service Management (ITSM) concepts
Collaborative and inclusive environment
Customer-focused mindset
Calm under pressure
Key Requirements
Background in IT Support, Operations, Service Desk, BPO, Call Center
Experience documenting incidents
Demonstrated ability to manage multiple priorities
Strong analytical skills
Exceptional written and verbal communication abilities