What you’ll be doing...

As an Incident/Problem Management Specialist, you are responsible for the following:

Responsibility for the incident management process. In Incident Management, the main objective is to find a workaround solution to restore normal services to the client as soon as possible. The main difference between Incident Management and Problem Management is that the former deals with fighting symptoms to incidents, while the latter seeks to remove the causes of incidents permanently from the IT infrastructure. In this capacity, the Incident/Problem Management Specialist has overall responsibility for the investigation of the underlying cause of incidents, and aims to prevent incidents of a similar nature from recurring. This is performed by consultation with Verizon subject matter experts and Network Engineering and Network Analysis organizations. By removing errors, which often requires a structural change to the IT infrastructure in an organization, assisting in the reduction of the number of incidents over time.

  • For all open Incidents in which responsible, will keep both copies (Verizon system copy and a client copy) of the Incident work log updated at regular intervals as defined in the Process and Procedures Manual.
  • Assume end-to-end ownership of critically assigned incidents through resolution.
  • Coordinates with the technical experts fault resolution efforts between necessary parties (e.g., on-site technicians, third party vendors, external telecom service providers).
  • Facilitates direct escalation on behalf of the client to the applicable OEM’s experts for fault resolution.
  • Open, manage and participate in conference bridges for critical and high priority faults. Open and manage other conference bridges, as required.
  • Assign incidents related to the services to the appropriate managed third party or other third party vendors as necessary.
  • Concisely record the details of the assigned critical incidents as described in the Process and Procedures Manual.

What we’re looking for...

You enjoy solving complex problems. You can skillfully defuse the situation, isolate the core issue and address the customer concerns. You have a knack for providing professional and clear answers to customer requests. You are energized by the challenge of identifying new opportunities.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree.
  • Incident, Problem and Change Management experience.
  • Technical abilities in IT and Telecom.
  • ITIL v3 Certification, or will obtain certification within 6 months of your start date.
  • Worked in a client facing role and resolved operational problems.
  • Managed and negotiated with internal and external organizations.
  • Willingness to be on call for afterhours support as needed.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.