Outage Response Coordination, Specialist

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Job Summary: Act as a subject matter expert for Ubiquity’s Technology department and is responsible for providingsupport to all IT groups for escalated incidents related to existing operational groups and those newlyimplemented or in the process of being deployed. People in this role work on documentingchronological sets of events leading up to incidents that have reached a predetermined point ofescalation and ensure all learning opportunities are identified and addressed.Job Responsibilities: Investigate and diagnose incidents to restore a failed IT service/Process as quickly as possibleDocument troubleshooting steps and service restoration details.Create, Submit, and maintain knowledge articles.Liaison between multiple departments and sometimes Ubiquity’s clients.Identify Incidents in need for review following major incidentsCreate knowledge base with repeatable procedures with a goal of reducing number of incidentsCollaborating with Service Management peers (e.g., IT Analytics & Reporting, etc.) to ensure alignment and proper cross-functional supportLeading Incident Outage Response Management processes within TechnologyJob Qualifications: (Knowledge, Skills, Experience) Minimum 3+ years of applied work experienceAbility to work with diverse teams and suppliers globallyITIL Foundation level certification or demonstrated understanding and ability to effectively usevarious ITIL best practicesExcellent skills using IT applications to organize and analyze dataDemonstrated ability to interact and communicate with various IT teams.Proficiency with IT Service Management Software Suite.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.