Global IT Incident Leader

Koch Business Solutions, LP

Plano (TX)

On-site

USD 70,000 - 110,000

Full time

14 days+

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Job summary

Koch Business Solutions, LP is seeking an Incident Management Specialist (IMS) to resolve difficult IT problems for Koch's enterprise businesses. You will own issues with a customer-centric approach and collaborate across teams to ensure business partner needs are met.

Location options include Wichita, KS; Atlanta, GA; Plano, TX with in-office presence and some flexibility. Visa sponsorship is not available.

Qualifications

Experience supporting IT incidents for internal and external users.
Experience identifying IT trends within an enterprise environment.
Experience preparing and presenting performance metrics to stakeholders.
Demonstrated knowledge of ITIL framework and practices.
Experience building coalitions across support teams to resolve escalations.
Experience with SDLC and Agile frameworks.

Responsibilities

Understand the customer's business objectives and translate into tailored IT solutions.
Maintain open lines of communication with global partners; provide regular status updates.
Serve as primary contact for concerns; coordinate with cross-functional teams to resolve issues.
Gather customer feedback and advocate improvements with KT Product Teams.
Record interactions and provide regular service health reports to stakeholders.
Drive transformation initiatives via the Visual Task Board and backlog refinement; apply economic thinking.