Job Description

Overview

You will play an active role in the Major Incident Management process, with broad exposure to the full HireRight IT infrastructure. This role requires strong communication skills, extensive IT experience, and the ability to think logically and connect technical and business impacts.


Senior Agents are expected to diagnose, triage, and escalate complex issues to the appropriate resolver teams, leveraging deep product and IT knowledge. They act as a single point of contact (SPOC) for first-line agents and multiple stakeholders and are accountable for Incident Management and Major Incident Management within the Global Service Desk.

Responsibilities

  • Diagnose, troubleshoot, and resolve advanced incidents across production systems, platforms, and processes
  • Own and coordinate Incident and Major Incident Management activities as part of Major Incident Management team
  • Serve as support for L1 agents, techn...

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