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Incident Management Specialist


As an Incident Management Specialist (IMS), you will be a part of a global team that provides a high level of service to resolve difficult and uncommon IT problems at Koch. You will be expected to provide consumer-focused support by working with cross functional teams leveraging the Intelligent Swarming methodology. The perfect candidate will need to have a strong desire to improve IT services with a primary focus on building relationships with key business stakeholders.

Your technical skills will need to be complemented with strong leadership and soft-skills in problem ownership, collaboration, persistence, working well with ambiguity, critical thinking and customer communication. You will have a high degree of autonomy and will be expected to use your own judgement regularly. 

What You Will Do In Your Role

  • Ensure customers receive efficient and effective IT operations with high-quality of customer Service
  • Manages work through our ticketing system
  • Provides proactive and reoccurring communication with stakeholders to discuss performance measures and metrics, trends, improvement areas, and upcoming changes
  • Within the defined user scope, regular reporting will be reviewed and acted upon to identify and resolve trends, escalations, aging tickets, and complex (multi-hop) issues
  • Utilizes effective and constant communication with customers in all interactions; serve as a single point of contact for issues
  • Coordinates a variety of 2nd and 3rd level troubleshooting for incident remediation and request completion
  • Utilizes various resources to effectively resolve customer issues
  • Uses data mining to identify patterns and establish relationships to solve problems through data analysis
  • Gathers required information to ensure efficient transition to business or next level technical contacts
  • Reacts to escalations quickly and with full ownership to work with the consumer and necessary support teams to resolve the escalation
  • Assists in identifying process improvement opportunities, both within and outside our group
  • Converts working knowledge into documentation; supports and evangelizes Knowledge Centered Support methodology
  • Adapts to and drives change; embraces new technologies and enables progress in all aspects of the IT environment
  • Demonstrates passion for acting on behalf of the consumer or end user to improve their experience

The Experience You Will Bring


  • Associate degree or equivalent experience
  • Proven experience in an IT technician or IT customer support role
  • IT ticketing system experience
  • Experience with collaborating with 2nd and 3rd Tier service groups
  • High sense of ownership for resolving customer problems

What Will Put You Ahead

  • Experience working on process improvement
  • Experience with Active Directory, SCCM, Azure, Office 365, Windows 7/10/ & macOS
  • Experience troubleshooting Android/Apple mobile devices
  • Experience in Cloud (AWS EC2/Workspaces), Network support, Application support
  • Experience in facilitating and leading improvement small-scale projects
  • Ability to empathize with consumers to understand their experience
  • High business acumen and polished presentation skills
  • Ability to identify and drive consumer experience improvements


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