What are the responsibilities and job description for the Incident Manager position at Infomatics, Inc?
Job Description
Primary Responsibilities:
• Monitors network management system and engages telecom providers to drive restoral efforts.
• Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
• Solves systems and network problems/questions with limited scope and complexity.
• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
• Takes guidance from other team members or management to resolve less routine issues.
• Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
• Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
• Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
• Participates in network solutions design and configurations.
• Analyzes issues and provides customers with guidance to resolve problems
• Individual job duties may vary.
• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.
• Strong Customer Service skills
• This position is for DAY Shift 7am-3:30pm EST
Required Qualifications:
• Network Certification
• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Knowledge and understanding of ITIL/ITSM concepts and practices.
• Experience troubleshooting Cisco devices.
• Experience with HSRP/BGP routing protocols.
• This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR
• HS Diploma/GED with 2 years of experience
Preferred Qualifications:
• CCNA Certification
• Knowledge of Remedy, Netcool, Office 0365, ServiceNow
