Location: Westlake, TX or Merrimack NH
Required Skills
- Responsible to coordinate all the relevant resource and teams required to support live major incidents.
- Closely supervise ongoing incidents and provide updates to executive leadership.
location: Roanoke, Texas
job type: Contract
salary: $69 - 70 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Provide support to the Major Incident Manager to lead MI process during MI events.
- Ensure the incidents are handled within the service level agreement (SLA) timescales.
- Ensure that Major Incidents are resolved and closed without undue delay.
- Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident management tool.
- Help the team to coordinate the resolution of high impact Major Incidents to minimize business disruption.
- Collaborate with the Change Management and Problem Management teams.
- Maintain effective communication across the board in terms of technical team members and leadership.
- Collaborate efficiently to ensure that events, alerts and changes are defined and understood to enable faster response to incidents.
- Take advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates sophisticated/technical issues to meet the audience's competency level)
- Perform accurate and precise real-time investigation and triage of Infrastructure alerts.
- Setting up mentoring program for new hires.
- Reporting to management on the teams' progression and competency.
- Provide input into evaluation of project team members.
qualifications:
- Identify key competency gaps and work to ensure training is given.
- Work with cross-functional teams, globally, and across cultural boundaries.
- Hold individual and teams of problem solvers to task on simultaneous technical workstreams with strict, tight deadlines.
- Apply business impact analysis techniques to evaluate impact of high severity problems and/or potential impact of proposed changes.
- Assist support teams in translating technical impact to business impact and align on priority based on the realized and potential business impact.
- Constantly seek clarification and current resolution status and actions plan(s) to ensure accurate and concise communications.
skills:
- Troubleshooting skills to identify the currently technical flow and ensure that the incident managers are staying on point.
- Understanding of best practices - Change Management
- Clear understanding of the SDLC (Software Development Lifecyle) to ensure the impact on production.
- Understanding the impact of Patching, upgrade, infrastructure and know when and who to call in to help resolve the issue.
- A clear pulse of the operations on shift of what potentially could impact to what is impacting and ensure all bases are covered.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
