Description
Candidate will have the opportunity to work both independently and with a cooperative team on complex projects that may span multiple infrastructure components or applications. Candidate will develop professional network and leadership skills, assisting in the creation and support of IT Solutions that enable Customer success. In Addition, candidate will contribute real value by developing, integrating, and/or supporting in-house and purchased applications or infrastructure solutions in order to solve business problems.JOB DUTIES/RESPONSIBILITIES:
- Coordinate infrastructure and application teams to restore normal service operation as quickly as possible.
- Challenge the team to minimize adverse impact on business operations when restoring service.
- Monitoring high incidents to proactively prevent Critical incidents from occurring.
- Provide timely written and verbal status updates to Customer enterprise and senior management for assigned incidents and problem ticket escalations.
- When applicable, create a problem ticket for a given Critical incident.
- Lead application/technical incident resolution, including off-shift and weekend support functions.
- Escalate incidents to senior management as needed.
- When applicable, coordinate escalated problem management activities.
REQUIRED QUALIFICATIONS:
- Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
- Ability to lead projects, work across teams, and involve other parts of the organization in the development of solutions with limited supervision.
- Ability to work independently and manage ones time as well as well as being a collaborative team member.
- Adaptability & responsiveness to department needs and goals.
- Bachelor's Degree in Computer Science or equivalent
- At least 7 years of Infrastructure Management experience.
- Minimum 4 years of experience in ITIL Incident Management.
- Minimum 2 years of experience in managing Major Incidents for Global Clients.
- In-depth knowledge of Incident management tools (Remedy or Service Centre)
- Good knowledge of the ITIL version 3 frameworks
DESIRED QUALIFICATIONS:
- Strong IT infrastructure knowledge
- Good planning and decision-making skills.
- Remedy knowledge
- Good conflict management skills
- Proven experience of working in a similar, high pressure, multi-platform environment
- ITIL Foundation Certificate