Description
Command Center Lead
Skills: IT services and support experience with customer focus, ITIL experience & certification, Crisis Management - Business Continuity/Emergency Response, Management experience
Summary
The Command Center Lead is responsible for ensuring that all major incidents are identified, recorded and resolved according to the major incident process. The ideal candidate will have ITIL experience and ITIL certification, and excellent customer service skills. You must have the ability to solicit and gather information from the customer/other team members, as well as maintain composure and professionalism during difficult encounters and/or crisis situations. The Command Center Lead will perform the following functions: Monitor environments: Ensure timely notifications and escalation to appropriate assignment groups of reported problems. Strive for continuous improvement in development of technical capabilities within the Command Center. Incident Management: Provide customer support for incident escalation and resolution. Clear and crisp communication skills are required to assist with resolving high impact technology issues. Workforce Management: Develop and manage team members. Determine appropriate scheduling for personnel. Provide guidance and coaching to continually improve individual performance, overall team performance and achievement of Command Center goals. Infrastructure and Application Support: Provide escalation level support for applications monitored and other infrastructure systems. This is a 12 month + contract opportunity.
Responsibilities:
- Identify major incident conditions
- Notify appropriate technical lead and ensuring incident record is up to date
- Provide notification to project and management teams
- Open major Incident conference bridge
- Coordinate resolution activities
- Provide status tracking and maintain major Incident log
- Provide functional and hierarchical escalation, as required
- Provide communications to stakeholder groups, as required
- Manage the SLA targets for major incidents
Qualifications:
- Communication skills required to express to executive leadership and peers, clearly and concisely and in easily understood terms, information related to migration issues, post-migration issues, and any abnormal occurrences within the Operations environment.
- Demonstrated working knowledge in Crisis Management - Business Continuity/Emergency Response
- Track record of creative problem solving, and the desire to create and build new processes
- Strong time management and multitasking skills as well as attention to detail
- Bachelor's degree from an accredited college/university and minimum of 7 years demonstrated work experience or an equivalent combination of related training and experience.
- 7+ years of increasing responsibility in information technology services and support.
- 5+ years of IT experience with customer focus
- 3+ years of ITIL experience with ITIL certification
- 3+years of people management experience
- 2+ years in a leadership role
Benefits:
As an Agile consultant, you'll gain many of the advantages and benefits of being a direct hire, while experiencing the flexibility of consulting. It's the best of both worlds! Our IT consultants enjoy a wide array of benefits including: medical, dental, 401K, life insurance, Employee Assistance Program and more.