Comms Specialist (Third Shift)
About The Position
Under the direction of the operations manager, Comms Specialist is an IT-focused role that executes daily responsibilities related to incident management, major incident communication, engaging on-call associates, alert monitoring, and batch support. This role is designed to alert support teams, stakeholders, and business leaders across the global organization to situations that may inhibit A&F’s ability to deliver services to our stores, customers and associates in a 24/7 model. An emphasis is placed on customer service skills and clear communication in time-sensitive scenarios. This role demands a high attention to detail, a strong sense of composure, and the ability to triage multiple work streams. This position is for our Third Shift and will require overnight and weekend work.
Requirements
- Bachelor’s Degree or related experience
- Experience with O365 preferred
- Ability to communicate effectively with highly technical associates and executives
- Ability to recognize and react to time-sensitive situations
- Ability to lead and direct the work of others
- Positive attitude with a team player mentality
- Consistent and reliable presence, with an awareness of the impact the team plays in critical business operations
Nice To Haves
- Knowledge of Oracle Batch processes a plus
- Technical Services experience in Retail environment a plus
Responsibilities
- Function as a Jr. Incident Manager in support of high impact incidents by facilitating communication and delivering status updates
- Maintain SEV communications
- Update and manage SEV incidents
- Apply updates when needed to StatusPage
- Monitor ESP batch jobs and coordinate corrective action with respective job owners
- Manage the P1 Page-Out Tool, Splunk On-Call
- Fulfilling requests for new members and updating teams
- Calling out when P1s are unacknowledged
- Monitor and support of core applications
- Support and Triage incidents for D&T partners, as needed
- Alert suppression as dictated by change management
- Manage ServiceNow ticket queue
- Create ServiceNow incidents from email communications to inbox(es)
- Manage Comms Team email and call queue
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
