Incident Response Specialist (24/7 Global)

Milestone Technologies, Inc.; Ireland; On-site; EUR 40,000 - 60,000; Full time

Job summary

Milestone Technologies, Inc. in Ireland is seeking an IT Support/Incident Analyst to join a 24x7 team. You will internalize procedures, document outage timelines, craft triage summaries, and coordinate with service engineers during incidents.

The ideal candidate has 1+ year in IT support, experience with ServiceNow or Jira, and a working knowledge of ITIL. A related IT degree or certificate is required, with strong communication and customer service skills.

Qualifications

• 1+ years of experience in IT support fields such as operations or service desk.
• Experience following procedures, gathering metrics, and monitoring notifications.
• Experience supporting enterprise-level applications, server hardware, databases, and networks.
• Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira.
• Demonstrated ability to respond quickly and follow complex processes in a dynamic environment.
• Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations.
• Highly motivated, detail-oriented individual contributor with outstanding organizational skills.
• Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team.
• Superior written communication skills, including templates and documented styles.
• Excellent customer service skills, responding to questions and urgent requests professionally.
• Ability to work as part of a 24x7x365 team with shifts including weekends and public holidays.

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 engage those resources quickly
• Communicate with multiple stakeholders during service outage investigations via voice and chat
• Coordinate with peers and team leaders during complex or extended service outages
• Prepare postmortem documentation for outage root cause analysis
• Respond to manual escalations with assistance of a senior team member or shift lead
• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

Incident management

ServiceNow/Jira

Customer service

Multitasking

Communication skills

ITIL knowledge

Team collaboration

24/7 shift readiness

Education

IT-related degree or certification

ITIL certification

Tools

ServiceNow

Jira

Job description

Milestone Technologies, Inc. in Ireland is seeking an IT Support/Incident Analyst to join a 24x7 team. You will internalize procedures, document outage timelines, craft triage summaries, and coordinate with service engineers during incidents.

The ideal candidate has 1+ year in IT support, experience with ServiceNow or Jira, and a working knowledge of ITIL. A related IT degree or certificate is required, with strong communication and customer service skills.