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IT Change and Release Manager
Ref No.: 18-02740
Location: Newtown Square, Pennsylvania
IT Change & Release Manager
Duration : 12 months
Location : Newtown Square, PA

Problem Analyst

* May be coupled with the trouble triage of service affecting incidents and mission-critical incidents
* Maintain log of major isolation, restoration, and resolution steps
* Convert problems into known errors
* Raise requests for changes
* Identify, document, and record workarounds
* Work with various support staff to help ensure resolution and closure of tickets
* Perform analysis of major incidents to identify chronic troubles
* Conduct Pareto analysis of incidents to categorize troubles as product, processes, or skills
* Interpret near real-time and historical network or IT performance indicators to recognize potential problems and act on them before they cause incidents
* Identify countermeasures to drive quantifiable improvement
* Assemble virtual teams to address countermeasures
* Engage vendors and suppliers in countermeasure team
* Facilitate and moderate conference calls with countermeasure team to help ensure thorough root-cause analysis and creation of viable countermeasures
*Analyze countermeasures and drive implementation of high benefit items
* Manage log of countermeasures
* Share lessons learned with Network Management and Operations
* Provide proactive analyses of trend data to identify potential outages and failures


* Ability to direct a cross-organizational team
* Strong problem identification, isolation, and resolution skills for complex network problems
* Seven years of experience in working in a medium to large enterprise or service provider environment
* Cisco Certified Network Professional (CCNP®) or preferably Cisco Certified Internetworking Expert (CCIE®) qualification or equivalent
* Working knowledge of diagnostic tools and protocols
* Working knowledge of change management procedures and configuration templates
* Working knowledge of network documentation - software, physical and logical elements, archival and retrieval
* In-depth understanding of network hierarchy, architecture, protocols, and overall network design
* Strong analytical, interpersonal, and communications skills
* Working knowledge and understanding of vendor's tools
* Working knowledge of performance and capacity management tools
* Knowledge of security management tools and procedures
* Familiar with project management tools and tech.