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Incident Manager (Data Center, Server, Network Admin)
Ref No.: 18-37364
Location: Santa Clara, California
Position Type:Full Time/Contract
Experience Level: 8 Years
Start Date: 05/30/2018
Incident Manager (Data Center, Server, Network Admin)

Experience Required:
1. 6 years of Project Management, Incident and Problem Management
2. 2-3 years of hands on experience with Server Installation, hardening and commissioning, Network Device installation, configuration, and troubleshooting
3. Experience with scripting and driving process improvements
4. Hands-on experience with data analysis, MS Excel, VSO, VSTS, TFS a must

Scope of Work
  • Maintain a thorough understanding of the deployment process specific to the introduction of New Technology services across global data centers
  • Demonstrate experience delivering results with ambiguous and changing business requirements, with strong ability to work independently in a dynamic and high-pressure environment
  • Log, track and mange incidents, build taxonomy, undertake problem management activities
  • Work with functional teams to introduce and define process and drive end to end project execution
  • Identify improvement opportunities in implementation of projects and propose solution
  • Understand deeply current best practices at DC and be able to contribute and influence changes to the process to support new IT projects and initiatives.
  • Liaison with stakeholders to drive process and cycle time improvement projects
  • Provide reports and analysis to demonstrate the improvement that has been made
  • Identify risks in meeting schedules and implement mitigation plan in partnership with key stakeholders
  • Provide periodic status reports, issues/challenges with respect to projects to customer
Technical Skills
  • Experience working with IT equipment (Servers, SANs, Networking, etc.)
  • Experience working with IT infrastructure (Capacity, DC Rack/Enclosures, IDF/MDF design, structured cabling etc.)
  • Working knowledge of Data Center infrastructure - evaluating, planning, testing and implementing new IT Infrastructure technologies
  • IT Infrastructure management (understanding of network and server infrastructure deployment and key internet concepts DNS, IP addressing, switches and routers, along with deep understanding of Server Hardware, BIOS, Firmware upgrades etc.).
  • Working knowledge of server /network device configuration, monitoring, packet analysis, remote access, IP telephony, TCP/IP, MPLS, IPSEC and Ethernet
  • Working knowledge of Microsoft SharePoint and Microsoft Excel
  • Working experience analyzing data trends and patterns to identify improvement opportunities and make data driven decisions
  • Strong leadership abilities required, along with excellent written, verbal, negotiation, and presentation skills.
  • Experience with supply chain and project management tools
  • Ability to prioritize conflicting requirements and follow-up on action items
  • Supervisory and process redesign and improvement experience a plus
  • Ability to clearly articulate business and technical issues with staff, peers, superiors, and outside parties (e.g. Suppliers, partners).

Functional Skills
  • Experience in IT Project Management, Incident and Problem Management
  • Experience with vendor relationship management and 3rd party resource facilitation
  • Self-directing individual demonstrating teamwork, organization skills and well-structured working approach given multiple priorities
  • Customer relations skills to manage high profile customer projects
  • Ability to manage end to end customer requests and attention to details when gathering requirements
  • Multi-tasking skills and ability to think out of the box
  • Ability to envision the large picture and recommend process improvement
  • Proven ability to motivate disparate teams both direct and indirect to solve issues
  • Must have exceptional written and oral communications skills with sensitivity towards target audience
  • Proven ability to be a team player
  • Experience developing and managing direct relationships with key stakeholders and subject matter experts to ensure collaborative approach to developing solutions
  • Experience managing multiple stakeholder's priorities. Driving aggressive schedule, action items, accountability and reporting to management