IT Support Specialist (Level 1 - Incident Manager)

Huntington National Bank • Columbus, OH

4d • Onsite

About The Position

The Incident Management team is responsible for overseeing the mitigation of impacting incidents as quickly as possible with the goal of minimizing impact to customers and colleagues. The IT Support Specialist is responsible for facilitation of technology incidents, coordinating/running a bridge call, proactive monitoring of production environments and engaging resources needed to support Huntington colleagues and customers. Schedule: Sunday – Tuesday 7:00am – 7:30pm & Wed 7:00am – 1:30pm This role will be onsite at 7 Easton Oval, Columbus, OH 43219

Requirements

• Min 1 year of experience in incident management, help desk, production support, or relevant IT fields.
• Bachelor’s Degree or 4+ additional years of equivalent experience.

Nice To Haves

• Strong written and verbal communication
• Root-cause analysis
• Documentation of trouble-shooting status and ability to present this to stakeholders
• Professional working experience with Microsoft platforms (MS PowerPoint, Word, Excel, etc)
• Ability to adapt to changing priorities and work well under fast timelines
• Exposure to Visio, or relevant tools to track flow diagrams
• Cross-functional partnership with other IT teams, developers, project managers, software application support
• PMP certification or relevant project management experience
• Familiarity with configuration management database (ServiceNow)

Responsibilities

• Monitor technology dashboards and event consoles in order to identify issues that require attention
• Proactively escalate impacting events, establish and chair bridge calls, engage resolvers, and coordinate the resolution
• Timeline the events that occur during the entire incident and document them in the ticket
• Review of L1 incident data to ensure the completeness and quality of the information collected
• Clearly and concisely communicate incident details both verbally and written in the form of Incident communications.
• Review of the execution of the incident process to identify opportunities for improvement in the process (missed SLAs, gaps in execution or response)
• Documentation of and revision to existing processes, with the end goal of improving quality of services offered to customers by technology teams
• Additional project and process improvements as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level