Job description
Task : Works as a member of the Incident/Crisis Team to provide incident outage coordination, notification, escalation and incident reporting to key stakeholders. Will Require multiple interactions with the customer before the issue is resolved.
Requirements:
Should have worked in Incident Management roles.
Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue
Job Segment: System Administrator, Computer Science, Technical Support, Cloud, Manager, Technology, Management
Job Description
è Will be part of Tier-1 team which is a highly visible and will be first point of Contact for different services
è Should be able to run/Handle/Take ownership/communicate over high priority bridges.
è The Engineer’s primary responsibility of aggressively monitoring and responding to Incidents generated.
è The Analyst will use a variety of tools to investigate incidents and take immediate action as per the Defined steps maintaining the SLA
è Assign unresolved Incidents to appropriate Tier 2 Support Group
è Log all Incident/Service Request details, allocating categorization and prioritization codes
è Conduct trend analysis and provide appropriate inputs to the service teams and help in increasing the quality of service.
è Establish bridge call with relevant stakeholders during high severity issues
è Communicate proactively and get the data over the bridges from the people over the bridge, record and report them for future analysis
Requirements:
Should have worked in Incident Management roles.
Associates Degree in Computer Science or higher and experience in Technical Support/Application Support
è Knowledge of Microsoft systems (Windows Server, Windows Clients , Active Directory)
è Good Understanding of IT Infrastructure Environment.
è ITIL trained (Certification preferred )
è Strong analytical mind.
è Strong sense of urgency.
è Good Team player.
è Must possess organization, multi-tasking and prioritization skills.
è Strong Communication skills and Ability to communicate clearly via phone, email and chat.
è Ability to ask questions and at times question information being provided from various sources.
Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue
Job Segment: System Administrator, Computer Science, Technical Support, Cloud, Manager, Technology, Management
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