Incident Manager-Philadelphia, PA - Georgia IT Inc.
Philadelphia, PA
About the Job
Job Title: Incident Manager
Location: Philadelphia, PA
Position Type: Contract
Rate: DOE W2 $38/hr
Interview Process: Phone then F2F
MUST BE LOCAL TO PENNSYLVANIA
Preferred only GC EAD, Green Card and U.S. Citizens
Scope:
The Incident Manager is a member of the Production Support team. He/she will be responsible for developing and sustaining processes in relation to Event Management, Incident Management and Problem Management. They are also a hands on Technical resource who will both manage incidents and provide regular production/incident support in a Unix/Linux environment.
Although this is a large Enterprise, if an individual has experience working in a startup environment it is a plus as their products and division's environment best reflects that of an all hands on deck start up mentality. This resource will be involved in everything to do with production support including operations, resolution management, and multiple projects in addition to the incident management aspects.
Must Have:
Knowledge of applications, hardware, and networks call tracking and problem tracking software.
Location: Philadelphia, PA
Position Type: Contract
Rate: DOE W2 $38/hr
Interview Process: Phone then F2F
MUST BE LOCAL TO PENNSYLVANIA
Preferred only GC EAD, Green Card and U.S. Citizens
Scope:
The Incident Manager is a member of the Production Support team. He/she will be responsible for developing and sustaining processes in relation to Event Management, Incident Management and Problem Management. They are also a hands on Technical resource who will both manage incidents and provide regular production/incident support in a Unix/Linux environment.
- Ensures that issues are responded to and that normal service operations are restored as quickly as possible
- Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
- Identifies persistent or recurring problems and recommends creative solutions
- Follows policies and procedures for metric and measure creation, management and administration of the property infrastructure resources
- Ensures timely execution of scheduled and repeatable processes such as data backup, archiving and storage, output management, system monitoring and event log management, and file and print server management. Adheres to system administration policies and process
- Monitors applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization
- Reviews core operational performance metrics for the client environment
- Manage on-call list for various resources
- Manages 24x7 scheduling of operators and application support personnel
- Manages incident logs and AAR activities and reporting
- Maintains escalation and contact lists for respective properties
Although this is a large Enterprise, if an individual has experience working in a startup environment it is a plus as their products and division's environment best reflects that of an all hands on deck start up mentality. This resource will be involved in everything to do with production support including operations, resolution management, and multiple projects in addition to the incident management aspects.
Must Have:
Knowledge of applications, hardware, and networks call tracking and problem tracking software.
- Targeting resources with 5-7 years of work experience out of college.
- Experience in a Linux environment (not Admin level, ability to read log files etc.). Lighter Linux experience is acceptable if incident skills are strong. (The knowledge of how servers are connected to routers is a must despite the exception)
- At least 3 years of experience in a technology operations setting however not looking for those who have exclusively worked in a NOC.
- Basic scripting skills
- Ability to be on call off hours for a certain number of days every month.
- Excellent organizational, communication, customer service, problem solving and interpersonal skills
- Ability to effectively resolve incidents, assist in change management and deployment support
- Experience in supporting business objectives in a partnered/outsourced mod
- Ability to effectively triage and resolve incidents, assist in change management and deployment support
- Understanding of cable and IP technologies is a plus.
- Experience with cloud computing and content management a plus.
- NOC/Technical Customer Service experience is a plus.
- Experience with Custom Applications, deployments, and configurations is a plus
- Preferable: Technical degree (CIS, IST, MIS, Computer Science, Engineering etc.)
Source : Georgia IT Inc.