MIM Specialist

Zensar Technologies; Dallas (TX); On-site; USD 72,000 - 100,000; Full time

Job summary

Zensar Technologies in Dallas, TX is seeking a Major Incident and Problem Manager for a 100% onsite, full-time role. The candidate will serve as front-line contact, triage issues with IT teams, and ensure rapid, accurate resolutions during critical incidents.

The role requires 8+ years in customer-facing technical support, experience with Salesforce/Jira, strong communication and troubleshooting skills, and the ability to navigate fast-paced environments.

Qualifications

• Experience in a customer-facing technical support or contact center role.
• Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms.
• Strong communication, active listening, and troubleshooting skills.

Responsibilities

• Serve as the first point of contact for resident/public inquiries via phone, email, or chat.
• Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
• Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
• Proactively minimize hold times and ensure a smooth, positive experience for callers.
• Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
• Maintain clear documentation of all interactions and support activities.
• Help reduce call abandonment rates and increase responsiveness through process awareness.
• Stay current on evolving tools, systems, and internal workflows.

Skills

Customer-facing

Active listening

Troubleshooting

Communication

Ownership mindset

Education

Masters in Information Technology

Tools

Salesforce

Jira

Job description

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee.Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!

Zensar is looking for a Major Incident Manager in the United States (Dallas, TX – 100% Onsite). This position is open for Full Time with excellent benefits and professional growth opportunities.

About the Role

Role: Major Incident and Problem Manager

We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department.

• This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users.
• This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

Key Responsibilities:

• Serve as the first point of contact for resident/public inquiries via phone, email, or chat.
• Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
• Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
• Proactively minimize hold times and ensure a smooth, positive experience for callers.
• Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
• Maintain clear documentation of all interactions and support activities.
• Help reduce call abandonment rates and increase responsiveness through process awareness.
• Stay current on evolving tools, systems, and internal workflows.

Experience:

• Experience in a customer-facing technical support or contact center role.
• Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
• Strong communication, active listening, and troubleshooting skills.
• Ability to thrive in a fast-paced, high-volume support environment.
• Strong ownership mindset and willingness to adapt to changing support demands.

Preferred Qualifications:

• Experience supporting government or public-sector entities is a plus.
• Familiarity with ITIL/SLAs/service desk processes preferred.
• Ability to support a flexible engagement model, including ramp-up/ramp-down scenarios based on volume.

Education:

Masters in Information Technology

Zensar believes that diversity of backgrounds, thought, experience,and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for people with disabilities or religious observances, including reasonable accommodation when needed. Accommodation made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired.

All applicants must be legally authorized to work with Zensar. Visa sponsorship may be available for qualified applicants for certain positions.

• Locations 3030 Lyndon B Johnson Freeway, Dallas, TX, 75234, US
• Work from Anywhere Yes
• Minimum Experience (In Years) 8
• Base Pay ($) : 72372 - 100109 (Including States: GA,TX,NJ,MO,WA,FL,CT,AZ,OR,CO,MT)