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Technical Support in New Albany at CRS Group

Date Posted: 4/2/2018

Job Snapshot

  • Employee Type:
  • Location:
    New Albany
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Position: 1st level Support

Multiple Shifts

Duration: (10 Months)

Job Location: New Albany, 43054

The primary purpose of the Incident Management is to ensure all impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to our internal and external customers. Incident Management includes extensive interaction with internal customers in senior or executive management positions.

Analyst is required to drive technical support teams to recover services and be able to communicate highly technical information to both technical and nontechnical personnel.

The Incident Analyst is responsible for ensuring that the Incident Management process is followed for every incident. Reporting for incidents generated by all BT departments will be required. Analysts must have technology understanding across Mainframe, Midrange, Distributed Systems, and Networks.


  • Ready for Business and End of Day reporting processes including awareness of all application and infrastructure changes, producing performance reports for Level 0 and Level 1 BT support groups.
  • Initiate and chair technical RRT (Rapid Response Team) bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports after conference bridges and at the end of each incident.
  • Send alert communications within CSMP guidelines to BT and Business executive management giving details of the incidents.
  • Provide updates on management bridges on current infrastructure issues and actions being taken.
  • Work unconventional shifts.
  • Creation of Incident Timelines that reflect key check points and activities.
  • In conjunction with the problem management function, identifies and document any known issues.
  • Identify service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents.
  • Participation in the Command Center 1st Level Support pager rotation. This is shared amongst all of the Incident Management team and consists of 24x7 escalation contact to assist if the team is runs into staff coverage or high volume issues.


  • Professional experience in incident management in a financial institution.
  • Working knowledge of financial institutions in terms of technology/infrastructure and their dependencies and requirements.
  • Technology understanding across Mainframe, Midrange, Distributed Systems, and Networks
  • Ability to exercise judgment and decision making skills during and outage event.
  • Oral and written communication skills
  • Analytical and problem solving skills
  • Knowledge and understanding of Incident Management ITIL best practices
  • Mandatory: Associate Degree
  • Ideal Candidate: Bachelor Degree

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.