Incident Management Specialist - Remote

World Wide Technology (WWT) is seeking a dedicated professional to provide operational oversight for Managed Services clients and support critical projects and incidents. This role is crucial for ensuring the smooth operation of client services and contributing to WWT's mission of creating a new world through technology.

Why WWT?

At World Wide Technology, we're not just a company; we're a global technology solutions provider dedicated to making a new world happen. Our work benefits clients, partners, and our own people and communities. We are committed to achieving profitable growth while being a Great Place to Work for All, fostering a unique culture of determination, innovation, and inclusivity. Founded in 1990, WWT leads the AI and Digital Revolution, leveraging our Advanced Technology Center to help clients and partners conceptualize, test, and validate innovative solutions. Recognized for 14 consecutive years by Fortune and Great Place to Work®, our culture is built on core values and leadership philosophies that drive success.

About the Solutions Consulting & Engineering Team

The Solutions Consulting & Engineering team is customer-focused and solutions-led, delivering end-to-end and emerging solutions to drive customer satisfaction, profitability, and growth. We combine world-class management consulting, delivery excellence, and engineering brilliance, embodying the OneWWT mindset to bring the right talent to solve complex customer challenges. Our goal is to merge business acumen with full-stack technical expertise to develop innovative solutions.

This position will focus on providing operational oversight for Managed Services clients and assisting with multiple high-priority projects and incidents. It requires significant resources and high levels of functional integration, including participation in an on-call rotation to provide 24x7 support for critical Managed Services issues.

Responsibilities

• Integrate with Managed Services teams and clients.
• Serve as an escalation point for all Managed Services operational issues (24x7x365).
• Provide operational oversight to multiple Managed Services Clients.
• Attend all internal and external meetings related to assigned customers.
• Apply ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
• Perform daily reviews of all incidents, changes, requests, problems, and Managed Services monitoring tools for assigned clients.
• Monitor SLA/SLT/SLO measurements to ensure daily compliance for assigned clients.
• Prepare and conduct weekly operations meetings for all assigned Managed Service Clients.
• Assist in preparing operational reporting for Monthly and Quarterly meetings.
• Manage Infrastructure Services Escalation bridges.
• Create and present Root Cause Analysis (RCA) reports for all Critical Incidents.
• Collaborate closely with and support Process and Compliance leadership.
• Create and update documentation, including Standard Operating Processes and Procedures (SOPs).
• Train new employees across Professional Services on Command Center processes.
• Build, develop, and maintain OEM and Vendor relationships as needed.

Qualifications

• 5+ years of Incident Management, Problem Management, or Crisis Management experience is required.
• Exposure to technology projects and project management.
• Advanced skills in MS Office applications, including Excel, Word, and Outlook.
• ServiceNow and SharePoint experience is a plus.
• Ability to work independently and aggressively track incidents.
• Excellent documentation skills and attention to detail.
• Strong ability to communicate effectively with customers and co-workers.
• Ability to work collaboratively in a team environment.
• Strong problem-solving skills.
• Strong communication skills (written, verbal, and presentation).

Salary Range

A reasonable estimate of the current base pay range for this position is $85,000.00 to $100,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

Benefits

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement.
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement.
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program.

Our Culture

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

Contact Information

If you have any questions or concerns about this posting, please email taposting@wwt.com.