Incident Response Analyst I — 24x7 IT Operations

Milestone Technologies, Inc.

Ireland

On-site

EUR 36,000 - 54,000

Full time

14 days+

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Job summary

Milestone Technologies, Inc. is seeking an IT Support Specialist in Ireland to join a 24x7 operations team.

You will follow documented procedures, log outages, craft incident summaries, coordinate with service engineers, and communicate with multiple stakeholders during outages. The role requires 1+ years in IT support, familiarity with ITIL, enterprise applications, servers, networks, and tools like ServiceNow or Jira.

Qualifications

IT-related degree or certification.
Working knowledge of ITIL or similar service management model.
Experience in a large multinational team.

Responsibilities

Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
Obtain and record all significant efforts during the investigation and mitigation of a service outage
Craft clear, concise summaries of triage and mitigation efforts and the current service state
Identify and document significant milestones during the investigation and mitigation of a service outage
Identify and document key stakeholders involved in the investigation and mitigation of a service outage
Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
Communicate with multiple stakeholders during service outage investigations via voice and chat
Coordinate closely with peers and team leaders during complex or extended service outages
Prepare postmortem documentation for the outage root cause analysis
Respond to manual escalations and communications with the assistance of a senior team member or shift lead
Monitor communication tools to track incoming incidents and assign them to the appropriate team member