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RESPONSIBILITIES:Kforce's Farmington, CT based client is seeking a strong resource to help develop team operational process and procedures, work closely with the corporate Major Incident Management team on execution and expansion of the service interruption notification processes, and work with the Systems Automation to on the implementation of the corporate Event Management solution and subsequent alerting rules.
Responsibilities: Provide timely and accurate notifications of service interruptions per organizational comms strategy Collaborate with support teams and Service Desks to accurately identify status and possible workarounds to impacted user base Develop procedures and processes needed to support all functions, maintain team knowledge base and procedures for, but not limited to: L2 incident management coordination with appropriate documentation, shift turn over, daily audit of P1 tickets, support team engagements, Major Incident escalations, etc. Provide centralized maintenance of all distribution lists used to support comms strategy Work with Change Enablement process owner to develop procedures for Command Center to act as focal point for implementation status updates for approved high-risk changes Monitor and manage high priority incident tickets and escalated calls Conduct shift turn over activities per structured organizational procedures Participate on Event Management initiative to implement ServiceNow event capture and correlation for tools/processes in place to monitor key infrastructure components and services Monitor and react to Event Management monitoring alerts and messages once implemented Clearly/fully document incidents managed, participants in the process, business impact, steps taken to restore service, and final status within both team shift logs and corporate ITSM platformREQUIREMENTS: Minimum 5 years of experience performing data center incident response/management duties; 5-10 years preferred Experience working with cross-functional teams and leading matrixed groups Proven experience with ITIL processes related to Event Management, Incident Management, Change Enablement, and Problem Management Strong working knowledge of ServiceNow and its related ITOM functions Exceptional English based written and verbal communications skills and ability to do so fall all audience levels Exceptional customer service skills Strong interpersonal skills including collaboration and negotiation Ability to influence and lead collaborative teams towards common service restoration goals Demonstrated ability to prioritize, track, and drive execution in stressful, high visibility situations Working knowledge of infrastructure components and interrelationships associated with support of WAN, network access and authentication, email and other collaboration products/SaaS solutions, on premises and cloud (private and public) hosting, etc. Ability to employ troubleshooting techniques via phone or Corporate's collaboration tool set to work with team(s) needed to assess issues and determine the appropriate measures to restore service Able to adapt rapidly the change, learn continuously, build trusting relationships, and collaborate with other operational teams to drive service restoration efforts Possess good organizational skills Ability to meet time driven deadlinesKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Vacancy expired!