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Incident Manager
Full Time
8 applicants
posted más de 3 años ago

Descripción del trabajo

The Incident Manager is a member of the Production Support team. He/she will be responsible for developing and sustaining processes in relation to Event Management, Incident Management, and Problem Management. He/she will also be responsible for performing initial triage, correlation, and in-depth technical analysis as needed for issues.

Principal/Essential Functions:
-Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
-Reviews and revises incident management processes, policies and esecalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues.
-Identifies persistent or recurring problems and recommends creative solutions
-Develops procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools.
-Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management.
-Monitors applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization.
-Recommends opportunities for process improvement.
-Reviews core operational performance metrics for the Comcast Converged Products envornment.
-Manages 24x7 scheduling of operators and application support personnel.
-Maintains escalation and contact lists for mission critical assets.

Skills Requirements:
-At least 3-5 years of experience in a technology operations setting.
-Ability to adjust to changing priorities and make quick decisions with limited information.
-Strong organizational, communication, leadership, and customer service skills.
-Experience in supporting business objectives in a partnered/outsourced mod
-Strong hands-on technical experience (previous experience as a Linux/Unix systems administrator is preferred) with a focus on problem solving.
-High level of energy and strong drive are essential.
-Ability to be on call off hours for a certain number of days each month.
-Scripting / programming experience desired.
-Understanding of cable and IP technologies (including Tru2way) is a plus.
-Excellent organizational, communication, customer service, problem solving and interpersonal skills.
-Ability to effectively triage and resolve incidents, assist in change management and deployment support.