Description
The Incident Manager of Reliability Engineering Syndication Support will be responsible for monitoring and tracking activities, analysing issues, supporting the resolution of issues and conflicts for our Syndication Partners with an optimum level of service in line with Service Level Agreements (SLAs)/Operating Level Agreements for my clients Video Platform.
The resource will have an in depth understanding of monitoring strategies, tools and procedures, stakeholder management and executive communications escalations. The incumbent will be expected to execute the Incident and Problem management process for my clients Video products and ensure high availability of systems. You will also ensure that service-level issues are responded to and that normal service operations are restored as quickly as possible. Identify and recommend opportunities for "clean-slate" process improvement with regards to incident management, problem management, fault monitoring, triage procedures and issue escalation.
Job Summary:
Team member responsible for monitoring and tracking activities, analysing issues, supporting the resolution of incidents and conflicts for our Syndication Partners with an optimum level of service in line with Service Level Agreements (SLAs)/Operating Level Agreements.
Core Responsibilities:
- Assist in the development of procedures for incident triage and problem management, metric and measure creation, management and administration of monitoring tools.
- Ability to effectively identify, triage and drive resolution of incidents, and assist in change management and deployment support.
- Lead efforts for quick and thorough resolution of incidents and problems for our Syndication Partners.
- Assist with the resolution of complex incidents ensuring the right problem-solving techniques and processes are applied, and that the appropriate teams are engaged.
- Participate in regular meetings with stakeholders as needed, document and communicate accordingly..
- Collect, interpret and respond to changes in production data, as appropriate
- Track the implementation of resolution tasks.
- Provide regular and reliable reporting of relevant data to meet management requirements
- Provide input and contribute in Residential Syndication Support Production Management related audits.
- Support the collection, analysis and production metrics on process data for KPIs to determine opportunities for improvement.
- Partner with the Residential Reliability Change Management Team on the implementation of application configuration and break-fix changes which are Syndication Partner impacting.
- Works with the Residential Syndication Support team members to identify areas of focus, where training may improve team performance, and improve incident resolution metrics.
Desired Skills and Abilities:
- Strong organizational, communication, customer service, problem solving and interpersonal skills.
- Experience in supporting business objectives in a partnered/outsourced model (offshore vendor management) is a plus.
- Strong hands-on technical experience (for example: Linux, Networking, Java, SQL)
- Solid understanding of operational support tools and processes is preferred (IOP, OIV).
- Ability to participate in rotating on-call support.
- Understanding of cable and IP technologies is a plus. .
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