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Assoc Production Engineering Ops
Ref No.: 18-00760
Location: US - Lockport Crown Drive Lockport United States NY 1000021 Education:
Start Date / End Date: 05/21/2018 to 12/14/2018
A Little About Us

The Incident Management team's mission is to ensure timely resolution of all Oath!'s incidents by owning, developing and enhancing the global Incident Management process, driving Major Incidents to resolution and providing a standardized, repeatable mechanism to achieve resolution of all incidents affecting Oath!'s products, services, and revenue.

A Lot About You
We are looking for highly motivated individuals to drive the resolution of any service-impacting incident within the Global Oath Infrastructure. This position requires an aggressive task oriented individual who can multitask on problems of varying difficulty, priority and sensitivity in order to keep Oath's users seeing limited impact during faults.. If you are an individual who thrives on technology and enjoys tackling unforeseeable challenges in a fast-paced environment we want to hear from you!


Your Day
Coordinating and driving technical incident resolution with operations, service engineering, and development teams.
Effectively communicating incident status to leadership and stakeholder groups
Defining and maturing incident management processes, best practices, and the function itself
Identifying process breakdowns that exacerbated or caused the impact
Responsible for performing Incident Management functions as prescribed by the Incident Management Team within the standard operating practices and processes of ITIL service operation framework
Partner with internal/external teams on operational issues
Dispatching on-call engineers, facilitating communication and driving resolution to events via standard operating procedures
Maintaining service level agreements, tracking escalations, and managing key performance indicators.
Working effectively with peers through team participation and cohesiveness to create a positive environment within the team.
Perform quality assurance activities
Identify and develop solutions to problems within our tools, processes and partnerships
Execution and coordination of complex project assignments which may have direct impact on our team and/or partnerships

You Must Have
The ideal candidate will have application and network troubleshooting skills, IT service management skills, excellent written and verbal communication capabilities and the ability to multitask in order to facilitate the resolution of multiple incidents at any given time with the vision to automate in order to better scale and streamline process.
Ability to break down complex incidents into smaller actionable components and develop a roadmap to incident equivalent
Strong verbal and written communication skills
Communicate and translate business impacting issues to executive leadership
Strong organizational skills with the ability to multitask in order to handle multiple tasks in a real-time environment
Understanding the network environment
Effective typing skills for documenting and communicating incidents in real-time
Ability to quickly learn and apply new technologies within
Requires successful completion of level 2 security clearance
Bachelor's degree or equivalent knowledge in role

Preferred Qualifications
3-5 years experience working in a Technical Call Center, NOC, or equivalent environment
3-5 years experience working in an organization that has implemented ITIL standards
Knowledge of ITIL Service Lifecycle phases, framework, and best practices
Knowledge of LAMP, DNS, NFS, TCP/IP, BGP, and other Internet protocols
Knowledge of basic Unix diagnostic tools and commands
Knowledge of Data Center Facilities and IT Services equipment
Certifications, e.g., RHCT, ITIL, CCNA, PMP or equivalents are a plus
Start Time: 12:00 AM
Hours: 8:00am to 5:00pm
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