{"id":2666276,"url":"https://alion.io/job/csg-major-incident-specialist","title":"Major Incident Specialist","company":{"id":1795320,"name":"CSG","domain":"csgi.com","url":"https://alion.io/company/csgi-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brazil"],"countries":["BR"],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-15T00:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-23T14:38:34Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.\nOur Major Incident Specialist 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. You will respond to and manage alerts generated by system/performance events using established toolsets and resources. Additionally, you 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.\nWe are looking for a Major Incident Specialist who will:\nIdentify emerging/potential issues as well as determine when to engage the appropriate teams to escalate troubleshooting on identified Major Incidents. \nAssist in Major Incident Management support including continuous status assessments, engagement of teams, whiteboard updates and communications, and general incident management during major incidents.\nPerform routine system health checks and initiates customer communication as needed. \nLiaison between technical teams and clients for file transmission issues. \nCoordinate client validation for change activities. \nFacilitate approvals of Change in emergency situations.\nServe as the initial point of contact and facilitator for system generated events regarding multiple systems, processes and environments throughout the entire CSG environment. \nClose out all automatically resolved events or incidents resolved by technical teams. \nBe the escalation contact/liaison for SOC analyst.\nBe responsible for pulling and analyzing incident data for like issues or root causes to determine the need to perform problem management to prevent recurrence.\nBe responsible for critical reporting needs on the effectiveness of problems currently being managed in coordination with the Problem Manager.\nWork Tuesday, Thursday, Friday Saturday 9am -8pm US Central Time (subject to daylight savings) and participate in an on-call rotation.\nIs this opportunity right for you? We are looking for candidates who have:\nBachelor’s degree or equivalent experience\n1+ years of Service Desk, Help Desk, NOC or related technical support experience\nExcellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels\nAdvanced knowledge of Microsoft Office \nAbility to work in a Brazil-based CLT contract position \nAbility to read, write, speak and understand the English language in a business environment\nCSGer Perks & Benefits\nWork from Home, Hybrid, in-office\nEmployee Belonging Groups\nMedical / Dental / Life Insurance\nMeal Voucher\nDay-care benefits\nPaid Vacation, Volunteer, and Holiday Time Off\nAnd so much more!\nLocation(s):\nBrazil RemoteAccommodation:\nIf you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at . CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.\nOur Guiding Principles:\nImpact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.\nIntegrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect-that’s just who we are.\nInspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.\nOur Story:\nCSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.\nBy channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.","description_format":"text","description_chars":4709,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Life insurance"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Financial Services","Telecommunications"],"lifecycle":[{"event":"open","at":"2026-10-16T02:39:11Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.829,"p_room":0.945,"age_days":9,"expected_fill_days":15,"reasons":["conf:15","velocity","win:mid"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/csg-major-incident-specialist","json_url":"https://alion.io/job/csg-major-incident-specialist.json","meta":{"generated_at":"2026-10-24T16:39:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24127,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1795320},"rest":"https://alion.io/mcp/rest/get_company?id=1795320"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcsg-major-incident-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcsg-major-incident-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcsg-major-incident-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/csg-major-incident-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcsg-major-incident-specialist"}]}