Major Incident Specialist

CSG; Brasil; Remote; BRL 60,000 - 90,000; Full time

Benefits offered by this job

Work from Home

Hybrid work

In-office

Job summary

CSG is seeking a Major Incident Specialist to support our global platform from Brazil. You will monitor applications and systems, perform initial incident assessment, coordinate with teams, and communicate status to clients during major events.

The role requires a Bachelor’s degree or equivalent, 1+ year in service/help desk or NOC, and strong English in business settings. You will work in a Brazil-based CLT contract with hybrid/work-from-home options.

Qualifications

• 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 read, write, speak and understand English in a business environment.
• Ability to work in a Brazil-based CLT contract position.

Responsibilities

• Identify emerging issues and determine when to escalate to appropriate teams.
• Assist in Major Incident Management including status assessments, team engagement, updates and incident coordination.
• Perform routine system health checks and initiate customer communications as needed.
• Liaise between technical teams and clients for file transmission issues.
• Coordinate client validation for change activities and facilitate emergency change approvals.
• Serve as the initial contact and facilitator for system-generated events across multiple systems and environments.
• Close out resolved events and serve as escalation liaison for SOC analysts.
• Pull and analyze incident data to identify root causes and inform problem management.

Skills

Technical support

Communication skills

English proficiency

Customer liaison

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

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 Specialist who will:

• Identify emerging/potential issues as well as determine when to engage the appropriate teams to escalated ??? ???
• 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 Tuesday, Thursday, Friday 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 Remote

Accommodation:

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 [phone] or email us at [e-mail]. 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.