Global IT Incident Manager

Koch Business Solutions, LP; Atlanta (GA); On-site; USD 75,000 - 110,000; Full time

Job summary

Koch Business Solutions, LP is seeking an Incident Management Specialist to support Koch’s enterprise IT end-user services. You will own incident resolution across multiple IT disciplines, partnering with global teams to deliver outcomes that meet business partner needs and drive continuous improvement.

You will communicate with stakeholders, manage escalations, and help shape service offerings through feedback and metrics. This role requires in-office presence at multiple Koch locations.

Qualifications

• Experience providing IT support to internal and external users.
• Experience identifying IT support trends in an enterprise.
• Experience presenting performance metrics to stakeholders or leadership.
• Experience with ITIL framework.
• Experience with cross-team coalitions to resolve escalated issues.
• Experience with SDLC and Agile practices.

Responsibilities

• Understand customer objectives and translate them into tailored solutions with internal teams.
• Maintain open communication with global partners and build trusted relationships.
• Be primary contact and coordinate cross-functional teams to resolve issues quickly.
• Gather feedback and work with KT Product Teams to improve services.
• Maintain records of interactions and provide regular service health reports.
• Contribute to consumer experience initiatives through the Visual Task Board and backlog grooming.
• Apply economic thinking to prioritize high-value contributions.
• Show ownership as a global team partnering with KT groups to deliver optimized services.

Skills

IT support experience

Stakeholder communication

ITIL framework

Agile methodologies

SDLC practices

Public speaking

Collaboration across teams

Tools

Active Directory

SCCM

Office 365

Windows 10/11

AWS EC2/Workspaces

Job description

Koch Business Solutions, LP is seeking an Incident Management Specialist to support Koch’s enterprise IT end-user services. You will own incident resolution across multiple IT disciplines, partnering with global teams to deliver outcomes that meet business partner needs and drive continuous improvement.

You will communicate with stakeholders, manage escalations, and help shape service offerings through feedback and metrics. This role requires in-office presence at multiple Koch locations.