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MS - Incident Coordinator II (Flat Rate)
Ref No.: 17-01425
Location: Frederick, Maryland
Start Date / End Date: 05/19/2017 to 10/28/2017
Location: Fedrick, MD
Duration: 5+ Months

Experience Level: (1 - 2 years).
Key responsibilities include:
  • monitoring of ticketing systems for new cases and E-mail notification of cases to technical and management resources. 
  • System monitoring/alarm board monitoring.(This is not network monitoring but application monitoring and support. 
  • Open technical bridge calls and coordinate the resources on the calls to drive resolution. 
  • A successful candidate for this position will have the following basic skills: general technical knowledge (networked systems, servers, etc); strong communication skills; attention to detail; and spelling/grammar/syntax skills 
  • Typically reports to a supervisor or manager. 
Application Operations Analyst 

The Application Operations Analyst has responsibility for supporting and maintaining multiple customer-facing applications and related data processing platforms and services. Performing in this role ensures business applications are consistently available and are highly performant meeting customer expectations. 

Essential Responsibilities 
•Responds to application issues and incidents 
•Organizes technical bridge calls to ensure that critical performance issues are resolved in a timely manner, in accordance with established customer expectations and SLAs 
•Ensures incidents and problem tickets issued against supported CI's get resolved within published SLAs 
•Maintains awareness of system-wide changes and application deployments that might impact application availability for users and takes necessary steps to prepare for and prevent applications outages due to these changes. 
•Learns and understands the intricacies of interactions and dynamics of Client support/technical teams 
•Enacts various approaches to monitor applications and data flows via effective information dashboards for operational metrics, incident management, change control, and compliance 
•Proactively learns new tools 
•Identifies opportunities for process improvement and automation of repetitive tasks 
•Engages positively across multiple teams to establish clarity, vision and mutual trust in order to achieve a business goal 

Basic Qualifications 
•Bachelor's Degree in Computer Science, Computer Engineering, IT or a related technical field or 2+ years of experience working in an IT related field
•Minimum of 1 year of experience working in a technical incident response driven role or technical operations-based role 

Desired Characteristics 
•Strong communication skills, both written and verbal, tailored to different levels of the organization 
•Strong ability to build customer relationships, capture needs and execute to plan