Incident Management Specialist

Your Job

As an Incident Management Specialist (IMS), you will be a part of a team that provides a high level of service to resolve difficult and uncommon IT problems at Koch.

You will be expected to deliver customer-centric experiences by taking ownership beyond traditional support boundaries and partner across teams to resolve issues and ensure business partner needs are met holistically.

As an IMS, no day will be the same.

You will be expected to practically apply multiple IT disciplines in support of a diverse range of enterprise businesses across Koch Inc.

Your technical skills will need to be complemented with strong soft skills in problem ownership, active listening, collaboration, persistence, working well with ambiguity, critical thinking, relationship management, and effective communication.

You will have a high degree of autonomy and will be expected to use your own judgement regularly.

Our Team

The Koch Swarm team delivers enterprise-wide IT end-user support across all Koch companies globally.

We are a knowledge-centered team that values thinking, learning, and contribution as much as execution.

We operate in a complex environment and expect our team members to think beyond the ticket to improve the environment, challenge existing ways of working, and continuously raise the standard for how support is delivered.

We avoid tunnel vision, focus on root causes, and take ownership for improving outcomes-not just responding to issues.

Location: This role can be located in Wichita, KS / Atlanta, GA / Plano, TX and requires an in-office presence with flexibility.

This role is not eligible for VISA sponsorship.

What You Will Do



* Gain a deep understanding of the customer's business objectives, pain points, and operational requirements.

Communicate and collaborate with internal teams to translate this understanding into tailored solutions.


* Establish and maintain open lines of communication with our global business partners, serving as a trusted advisor.

Proactively engage in regular check-ins, status updates, and strategic discussions to build strong, collaborative relationships.


* Act as the primary point of contact for addressing any concerns, issues, or challenges raised by the business.

Work with cross-functional teams and stakeholders, within KT and the business, to resolve issues swiftly and effectively, ensuring customer satisfaction and loyalty.


* Gather customer feedback and insights to advocate for improvements and enhancements to our services.

Collaborate with KT Product Teams to relay customer needs and contribute to the continuous improvement of our global offerings.


* Maintain accurate records of business partner interactions, feedback, and agreed-upon action plans.

Provide regular reports to necessary stakeholders, summarizing service health, satisfaction, and any potential risks.


* Contribute, own, and drive the transformation and application of consumer experience initiatives through t...