Major Incident Specialist - (OVERNIGHT)


19950 Major Incident Specialist - (OVERNIGHT) (Open)

Position Type:

Full time



Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.



The Major Incident Specialist I is responsible for providing Command Center support by actively monitoring CSG applications and systems as well as providing the initial major incident assessment, response and support  when potential issues have occurred.   In addition, this position will respond to and manage alerts generated by system/performance events using established toolsets and resources.  Additionally, may be accountable for pulling and analyzing incident data to coordinate with Problem Management and making recommendations to determine root cause and long term actions to prevent recurrence.  

Position Details:

Saturday, 8pm-8am,
Sunday 8pm-7am
Monday 8pm-7am, and
Tuesday 10pm-8am

Essential Job Functions:

  • Active/Proactive Event Monitoring - Actively monitor and proactively respond to events regarding multiple systems, processes, and environments throughout the entire CSG environment.  This includes anticipating and communicating emergent situations and trends for all available CSG assets and assist in the contacting of essential/critical personnel as required.   In addition, managing the incident record generated through event management through the incident lifecycle, ensuring teams are progressing towards resolution with minimal client impact.
  • Major Incident Support – Identify emerging/potential issues as well as determine when to engage the appropriate teams to escalate troubleshooting on identified Major Incidents.  Will also assist in Major Incident Management support including, continuous status assessments, engagement of teams, whiteboard updates and communications, and general incident management during major incidents.
  • Problem Management Support – May be responsible for pulling and analyzing incident data for like issues or root causes to determine the need to perform problem management to prevent recurrence. Responsible for critical reporting needs on the effectiveness of problems currently being managed in coordination with the Problem Manager.
  • May be required to work variety of shifts to include weekends, holidays, extra shifts, or on-call rotation
  • An employee may perform duties outside of their normal responsibilities as needed.

Minimum Requirements:

  • Experience working in a Service Desk or related position
  • Ability to learn and comprehend internal documentation
  • Ability to produce internal documentation for others
  • Ability to anticipate issues and provide technical solutions for current and new product launches
  • Ability to manage escalated issues without requiring management intervention
  • Ability to handle all user interactions in a professional, courteous manner
  • Ability to be conscientious and maintain accountability
  • Ability to follow directions without guidance
  • Demonstrated ability to diagnose and solve customer issues
  • Ability to apply analytical thinking to troubleshooting/problem resolution
  • Ability to analyze various sources of solution performance data and interpret the need for further problem management efforts
  • Ability to identify resource costs associated with problem resolution
  • Ability to help formulate investigative and preventative tasks to prevent problems from recurring
  • Ability to use a personal computer.  Proficiency with other Microsoft Office applications


Bachelor’s degree or equivalent experience

Why CSG?

  • 164 hours of PTO annually
  • 5.5% match on 401K
  • Healthcare Benefits: Medical, Dental, Vision
  • Advancement Opportunities
  • Tuition Reimbursement
  • This role is eligible for a bonus opportunity


CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view:

This role is eligible for a bonus opportunity.

Job ID: 8318

Posted 7 days ago

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