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REQUIRED: * BA/BS in Information Technology OR related field OR equivalent work experience. * Minimum of 2 years' experience in telecommunication, internet, or network operation center to include familiarity with IT Infrastructure Voice, Microwave, Fiber (DWDM and Sonet), Mux, Network, Common Facilities, Tele-Protection, SCADA and Computing Systems. - add BA/BS Computer Science, Business Administration, Engineering - add Familiarity with ITIL Methodology - add Experience with the Microsoft Office suite tools – Outlook, Word, Excel, and SharePoint. - add Experience with IT changes for TNS/Telecom Operations, Maintenance, and Installation environment. DESIRED: * Familiarity with tools for managing change - Telenium, Telecom Circuit Database, Ring maps and Remedy * Understanding the underlying theories, principles, and practices of IT Service Management, particularly ITIL, from a leader and technical perspective * Previous experience working in ticket management systems/applications (I.E SMC Remedy) * Familiarity with LOB's and processes such as Electric Transmission, Electric Distribution, Gas Operations, and Power Generation * Strong initiative and results orientation. * ITIL foundation or greater certification * Process Improvement experience * Progressive broad-based IT and business experience. * Excellent oral and written communication skills, as well as ability to present and explain technical information that establishes rapport, persuades others and gains understanding. * Strong teamwork and interpersonal skills at all management levels * Qualitative and quantitative analytic & problem solving skills * Open to Change (Adaptability) * Ability to apply critical thinking skills and learn new concepts quickly * High attention to detail * Excellent reading comprehension * Strong prioritization skills * Willingness to comply with specific instructions and/or processes as defined in Run Books * Proficient in Microsoft Office Suite such as Excel, Word, OneNote and Outlook * Able to support shift schedules as required to meet business needs
This is the Incident/Event Management role with Change Management functions such as coordinating and managing IT changes for TNS/Telecom Operations, Maintenance, and Installation environment. This involves close communications with business partners and clients in obtaining approvals and dispatching notifications. Continuous communications with Service Desk, and ENOC (Incident, Problem, Release), and Configuration Management, is a vital responsibility of this position. Participate in daily huddles to review the daily work queue, discuss best practices for CRQ processing, and set priorities for the day. Prepare or update reports and Metrics - highlights, significant events, Change Management metrics, Key Performance Indicators (KPI), performance statistics, and other analytical reports for leadership and team review. Monitor the Clearance Desk mail que for response to request and other information relevant to CRQ processing. Updating incident, problem and/or change management tickets as needed. Develop and distribute ongoing notifications for changes or outages in progress as directed by leadership. Analyze Request for Change (RFCs) to determine any trends or apparent problems that occur; seeks rectification with all relevant parties. Complete repetitive, basic maintenance activities as requested. Ensures that all safety and mandated training requirements are completed on time. Fosters and supports a safety culture. Lives Safety pledge 100% of the time. Supports a safe working environment by completing all safety and mandated training requirements and reports any unsafe conditions immediately to a supervisor or manager for correction. The position will initiate communications via phone and email as well as gather data from multiple sources. The Incident Management portion is the monitoring and response to alarms and alerts and escalations, but as a secondary path. The position does not receive and respond to calls or resolve issues as would be the responsibility of a help desk.
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