Job Description

• The ideal candidate will have past incident management / help desk experience and great written and oral communication skills.
• We are looking for someone who is organized and have the ability to lead incident calls bridges.
• Confidence with Linux as a user on the command line is a plus.
• Candidates will also need to identify network related outages, so knowledge of networking is a strong plus.

Roles and Responsibilities:

• Monitor day to day operation of large-scale computing infrastructure involving 300 applications.
• Determine cause of alarm and take appropriate actions including logging alert, create service ticket and notify stakeholders.
• Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom)
• Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership and follow up on resolution.
• Assist in triage and incident management with collection and analysis of performance metrics
• Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance
• Compose and send notifications to management for incidents.
• Monitor and execute incident and change requests.
• Able to type and communicate in an effective manner

Basic Qualifications:

To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

• High School diploma or equivalent and 5 years additional experience OR Bachelor s degree and minimum 1 year IT experience.
• Past experience with help desk or Incident management.
• Strong knowledge and understanding of networking
• Basic understanding of Windows and Linux operating systems.
• Ability to identify and relay information and symptoms detected by monitoring tools.
• Ability to read and follow detailed instructions or procedures.
• Effective communication skills.

Preferred Qualifications:

• Bachelor s Degree in Computer Science or associated discipline
• Familiarity working with enterprise monitoring products
• Working knowledge of IT Service Desk model.
• Experience working in large-scale IT environment.
• Experience in Critical Incident Management, including communication with various levels of executive management (i.e. VP) via phone or email.