Company: Delaware North
Posted on: December 4, 2019
Our Exciting Work EnvironmentThis position will be based out of
Delaware North's new global headquarters, a state-of-the-art,
12-story, mixed-use building in downtown Buffalo, N.Y. The
headquarters facility, reflective of our values, integrates the
latest advances in environmental, energy conservation and office
The OpportunityThe Incident Coordinator will be responsible for
managing the process to restore normal service operations as
quickly as possible while minimizing the impact on business
operations. The Incident Coordinator will monitor incidents from
creation to resolution and root cause analysis. This role is also
responsible for ensuring the required Support Engineers and Vendors
are engaged as quickly as possible and to communicate Incident
status to all levels of the organization based on the Incident
Management process. This position requires a flexible schedule to
rapidly respond to incidents that occur any hour of the day. Strong
leadership and communication skills are critical for this position.
It is also expected this position will be responsible for working
on non-priority service requests or incidents as time permits.
Responsibilities of this role include the following:
Incident Management Ensure that all the necessary Technical and
Business parties are engaged to effectively resolve high priority
incidents within SLAs. Ensure a Technology Support Team resource is
assigned as the owner of the incident. Ensure any Vendor partners
are engaged as required. Escalate to Technology, Business and
Vendor management if required resources are not engaging, or
adequate progress is not being made to resolve the incident. Start
and facilitate a conference bridge as needed. Facilitate Root Cause
Analysis with all necessary parties.
Incident Communications Ensure the guest and other business impacts
are clearly documented in the incident ticket. As per Notification
SLAs and SOPs, write and distribute Initial, Update and Resolved
Notifications. Document Root Cause Analysis.
Improve Incident Management Process Identify which incidents to
review. Coordinate and participate in the review of high priority
incidents. Create a knowledge base of incidents to be able to refer
to for faster incident resolution. Determine and manage incident
trends. Oversee the resolution of Problem tickets. Alter incident
management process based on recognized improvements.
Non-Priority Service Requests and Incidents As time permits review
non-priority ticket queues and resolve or facilitate resolution of
associated tickets within SLAs
Bachelor's Degree in computer science, information systems, or
equivalent required; Master's degree a plus.
At least five years of experience working on incidents and problem
management in the IT industry.
Very strong verbal and written communications.
Technical aptitude with Windows based PCs and Laptops, Active
Directory, Hospitality systems, Office365, familiarity with Network
Experience in recording and updating tickets in an Incident
Management system. Familiarity with ITSM software. JIRA or Service
Now experience a plus. Experience with utilizing a knowledge base.
Confluence experience a plus. ITIL Certification a plus. Technology
management or supervisory experience a plus. Must be able to work
minimally an 8-hour shift 5 days a week. Evening, overnight and
weekend hours will be required.
Who We AreTake your career beyond the ordinary-to the
At Delaware North, you'll love where you work, who you work with,
and how your day unfolds. Whether it's in sporting venues, casinos,
airports, national parks, iconic hotels, or premier restaurants,
there's no telling where your career can ultimately take you. We
empower you to do great work in a company with 100 years of
success, stability and growth. If you have drive and enjoy the
thrill of making things happen - share our vision, grow with
Delaware North is one of the largest privately held hospitality
companies in the world. Founded in 1915 and owned by the Jacobs
family for more than 100 years, Delaware North has global
operations at high-profile places such as sports and entertainment
venues, national and state parks, destination resorts and
restaurants, airports, and regional casinos. Our 55,000 employee
associates are dedicated to creating special experiences one guest
at a time in serving more than a half-billion guests annually.
Delaware North operates in the sports, travel hospitality,
restaurant and catering, parks, resorts, gaming, and specialty
retail industries and has annual revenue of about $3 billion. Learn
more about Delaware North, a global leader in hospitality, at
All applicants will be subject to a pre-employment background check
and may be subject to a pre-employment drug test depending upon the
position and/or client requirements.
Delaware North Companies, Incorporated and its subsidiaries
consider applicants for all positions without regard to race,
color, religion, creed, gender, national origin, age, disability,
marital or veteran status, sexual orientation, or any other legally
protected status. Delaware North is an equal opportunity
Keywords: Delaware North, Buffalo , Incident Coordinator, Other , Buffalo, New York
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