Enterprise Incident Manger

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:

• Bachelor Degree in Computer Science
• Minimum of 3 years IT call center management or incident management experience.
• Experience in managing Major and CRITICAL Incidents for Global Clients.
• In-depth knowledge of Incident management tools (Remedy or Service Center)
• 1-2 years Perl or PHP Script writing experience
• 1 - 2 years JavaScript writing experience
• 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 and responsiveness to department needs and goals.

Desired Qualifications:

• MySQL experience
• Strong IT infrastructure knowledge
• Good planning and decision-making skills
• PowerShell experience