Incident Manager Production Support- - Georgia IT Inc.
Philadelphia, PA
About the Job
Job # 8748
Position Title: Incident Manager – Production Support
Rate: $40/ hour
Job Location: Philadelphia, PA 19102-F2F Interview Required
• Linux, Big Co.'s and Fast Paced Environment, 40 Tickets Plus/day-Prod Supp
• Experience in a Linux environment (not Admin level, ability to read log files etc.).
• Resource must come from high volume support and used to handling high volume tickets/incidents per day.
Company Overview:
This fast-paced employer is one of America's largest video, high-speed Internet, and phone providers. It also enjoys an international reputation as a leading media, entertainment, and communications company. The corporate culture presented by the employer provides an innovative and diverse environment for employees, and reflects the individuality of its customer base. Working for this company will guarantee access to innovative technology, and it has also been consistently competitive in "top places to work” lists.
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
This group supports over 4000 virtual machines, supporting 73 distinct services and applications. So they really need someone who is up for the challenge of volume and complexity as they evolve their team. Resource must come from high volume support and used to handling high volume tickets/incidents per day.
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
Nice to Have:
• 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.)
Please provide the following details for a best submission.
Job ID Number:
Full Name:
Contact No.:
Best time to call:
Interview Activity/ Offer Pending:
Email ID:
Work authorization:
Current Location (city/state):
Rate: Please give rate of the last 3 Projects
Date of Birth (Just need the Month and Day, Not the year):
Total IT Experience:
US IT Experience:
Relocation (Yes/No):
Able to do Onsite Interview (Yes/No):
Availability Date to Start:
If the candidate has been presented to the company in the past, please answer (Y/N)?:
Brief Description of why the candidate qualifies: (3- 4 Sentences)
Position Title: Incident Manager – Production Support
Rate: $40/ hour
Job Location: Philadelphia, PA 19102-F2F Interview Required
• Linux, Big Co.'s and Fast Paced Environment, 40 Tickets Plus/day-Prod Supp
• Experience in a Linux environment (not Admin level, ability to read log files etc.).
• Resource must come from high volume support and used to handling high volume tickets/incidents per day.
Company Overview:
This fast-paced employer is one of America's largest video, high-speed Internet, and phone providers. It also enjoys an international reputation as a leading media, entertainment, and communications company. The corporate culture presented by the employer provides an innovative and diverse environment for employees, and reflects the individuality of its customer base. Working for this company will guarantee access to innovative technology, and it has also been consistently competitive in "top places to work” lists.
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
This group supports over 4000 virtual machines, supporting 73 distinct services and applications. So they really need someone who is up for the challenge of volume and complexity as they evolve their team. Resource must come from high volume support and used to handling high volume tickets/incidents per day.
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
Nice to Have:
• 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.)
Please provide the following details for a best submission.
Job ID Number:
Full Name:
Contact No.:
Best time to call:
Interview Activity/ Offer Pending:
Email ID:
Work authorization:
Current Location (city/state):
Rate: Please give rate of the last 3 Projects
Date of Birth (Just need the Month and Day, Not the year):
Total IT Experience:
US IT Experience:
Relocation (Yes/No):
Able to do Onsite Interview (Yes/No):
Availability Date to Start:
If the candidate has been presented to the company in the past, please answer (Y/N)?:
Brief Description of why the candidate qualifies: (3- 4 Sentences)
Source : Georgia IT Inc.