Vacancy expired!
- The Service Operations Center IRE is an entry-level position within the Service Operations Center that monitors the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions.
- Primary responsibilities include responding to alerts and events that are impacting operation-critical systems, which will include applications and infrastructure. IRE will manage the incident from end-to-end. This includes triage of the issue and driving resolution by engaging the appropriate support groups. Additionally, IRE will be responsible for managing all communications regarding the incident to stakeholders and executives.
- When not responding to outages, the IRE will handle the incoming request for support with access, tools, app, and general break-fix issues. IRE assist with tool calibration by researching unknown alerts and developing a plan of action for items that are either unidentified or potential candidates for automation. After a plan of action is identified, the IRE is responsible for collaborating with appropriate teams to integrate rules for unidentified alerts or assist with steps to complete automation.
- The person in this position is required to work in a team environment, under limited supervision and reports to the Service Operations Center Lead.
- Monitor real-time dashboards and alert activity through the software monitoring system
- Be the front line to Service Operations Center’s technical support staff members by coordinating and routing incidents, calls and tickets
- Perform notification and escalation of the incident as documented in use case-specific procedures by established guidelines and standards
- Log all activities into the incident management system
- Track incidents where applicable to verify that response times and availability requirements established in the SLA are met
- Develop action for automation candidate and unknown alerts
- Assist with documenting and updating departmental procedures and work instructions
- Must be professional, personable, and courteous at all times
- Continually look for opportunities to improve service to the customer
- Mentor Help Desk team members by providing necessary assistance, guidance, and training
- Participate in special projects as needed and defined, meeting all timelines
- Work required hours, meet standards for availability, and communicate with the manager when variations are needed
- 1-2 years related experience (or similar IT experience) in troubleshooting, Ticketing side
- Knowledge and understanding of personal computers, servers, IT systems, and networks in corporate enterprise infrastructure.
- Organizational skills
- Ability to multi-task and successfully prioritize workload
- Knowledge and experience using a trouble ticketing system such as BMC Remedy, ServiceNow, etc.
- A proven track record of punctual and consistent attendance
- Ability to learn and integrate new technologies in an ever-changing/fast-paced environment
- Must have demonstrated skills of leadership, collaboration, and diplomacy
- Inter-group collaborative skills
Vacancy expired!