Customer Service Coordinator
Bridgestone Americas
ERP
IT Customer Service and Support Manager
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Connecticut • 🇺🇸 United States
Visit company websiteSalary
💰 $54,300 - $159,120 per year
Job Level
SeniorLead
Tech Stack
ITSMLinuxServiceNowUnix
About the role
- Oversee the full lifecycle of IT incident response
- Coordinate cross-functional support teams to rapidly restore services
- Conduct post-incident root cause analysis
- Manage emergency change releases
- Champion AI technologies to transform incident management practices
- Develop and continuously refine incident response strategies aligned with organizational goals
- Create and maintain incident response plans that anticipate emerging threats
- Lead and mentor incident response teams through post-incident reviews
- Foster a culture of proactive detection and rapid recovery
- Identify opportunities for operational improvement and enhancement of incident response capabilities
- Train future incident managers and staff on procedures, predictive modeling, and performance metrics
- Host sessions to evaluate incident management effectiveness
Requirements
- 7+ years of IT experience (Network Architecture, Security, Technical Support level 2 -3, or IT Project Manager)
- 5+ years using ITSM tools preferred is ServiceNow
- 5+ years in incident and problem response roles
- Familiarity with frameworks like ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, ISO 27001
- Expertise in ServiceNow (Incident, Problem, and Major Incident Modules)
- Knowledge of UNIX, Linux, Microsoft systems, and network infrastructure
- Certifications such as CCNA, CISSP, CISM, GIAC, RHCE, MCSE are a plus
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident responseroot cause analysisemergency change managementpredictive modelingperformance metricsnetwork architecturesecuritytechnical supportIT project managementincident management
Soft skills
leadershipmentoringcross-functional coordinationproactive detectionoperational improvementcommunicationteam collaborationstrategic developmenttrainingculture fostering
Certifications
CCNACISSPCISMGIACRHCEMCSE
