Lead / Command Center analyst-Holmdel, NJ - Georgia IT Inc.
Holmdel, NJ
About the Job
Lead, Data / Database Sr. or Command Center analyst
Start Date: 04/30/2021
End Date: 06/30/2021
Locations: Holmdel, NJ
Duration: Remote until COVID restrictions lifted, then onsite at Work location
1. Description of Work/Position
The Command Center analyst will apply proven analytical and incident management skills to identify diagnose\triage event, disruptions or P5 incidents that are reported trough the IT Command Center mailbox or hotline. It also will escalate to incident managers P4, P3, P2 and P1 incidents. Troubleshoot and escalate all Priority issues to achieve system, application, or network recovery.
2. Responsibilities
• Monitor Change Management activities to ensure awareness of scheduled work as it relates to the production environments.
• Monitor Internal Mailboxes for emails reports and escalations:
• Attend escalations and requests from ServiceDesk – Contact Center – Users - CSA
• Respond to events and alerts from monitoring tools in a timely manner to:
• Perform first-level triage of events, such as:
• Issue confirmation (recreate user error)
• Assess impact and gather impact details
• Review knowledge-based tool (OneNote) for similar past incidents.
• Contact Service Desk (TechDesk) or impacted user to get a better incident assessment.
• Open IT Call
• Include 2nd Level Support Teams when necessary.
• Create new event record (ONE Note):
• Incident description
• Incident impact
• Incident ticket and priority
• Incident timeline
• Ensure each incident managed by IT CC has a ServiceNow ticket assigned to it with the:
• Correct priority
• Resolver team.
• Manage Low Priority Incidents.
• Escalate High Priority Incidents to Incident Manager on shift.
• Reporting Responsibilities:
• SBNA & SHUSA Start and End of Day reports
• Incident Tracker.
• Coverage Responsibilities:
• IT CC Room cannot be left unattended.
• PTO needs to be scheduled at the beginning of each quarter with the team.
• Ensure proper handover of incidents within shifts.
• Branch Monitoring:
• Contact NOC once a branch is showing as down in the monitors.
• Retrieve all necessary information to draft an IT Heads Up Email.
• Email out IT Heads Up if branch is down during business hours (7 AM to 7 PM)
Start Date: 04/30/2021
End Date: 06/30/2021
Locations: Holmdel, NJ
Duration: Remote until COVID restrictions lifted, then onsite at Work location
1. Description of Work/Position
The Command Center analyst will apply proven analytical and incident management skills to identify diagnose\triage event, disruptions or P5 incidents that are reported trough the IT Command Center mailbox or hotline. It also will escalate to incident managers P4, P3, P2 and P1 incidents. Troubleshoot and escalate all Priority issues to achieve system, application, or network recovery.
2. Responsibilities
• Monitor Change Management activities to ensure awareness of scheduled work as it relates to the production environments.
• Monitor Internal Mailboxes for emails reports and escalations:
• Attend escalations and requests from ServiceDesk – Contact Center – Users - CSA
• Respond to events and alerts from monitoring tools in a timely manner to:
• Perform first-level triage of events, such as:
• Issue confirmation (recreate user error)
• Assess impact and gather impact details
• Review knowledge-based tool (OneNote) for similar past incidents.
• Contact Service Desk (TechDesk) or impacted user to get a better incident assessment.
• Open IT Call
• Include 2nd Level Support Teams when necessary.
• Create new event record (ONE Note):
• Incident description
• Incident impact
• Incident ticket and priority
• Incident timeline
• Ensure each incident managed by IT CC has a ServiceNow ticket assigned to it with the:
• Correct priority
• Resolver team.
• Manage Low Priority Incidents.
• Escalate High Priority Incidents to Incident Manager on shift.
• Reporting Responsibilities:
• SBNA & SHUSA Start and End of Day reports
• Incident Tracker.
• Coverage Responsibilities:
• IT CC Room cannot be left unattended.
• PTO needs to be scheduled at the beginning of each quarter with the team.
• Ensure proper handover of incidents within shifts.
• Branch Monitoring:
• Contact NOC once a branch is showing as down in the monitors.
• Retrieve all necessary information to draft an IT Heads Up Email.
• Email out IT Heads Up if branch is down during business hours (7 AM to 7 PM)
Source : Georgia IT Inc.