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Enterprise Incident Manager

Eingestellt von Synectics

Gesuchte Skills: Support

Projektbeschreibung

JOB DUTIES:

- Coordinate infrastructure and application teams to restore normal service operation as quickly as possible.
- Challenge the team to minimize adverse impact on business operations when restoring service.
- Monitor high incidents to proactively prevent Critical incidents from occurring.
- Provide timely written and verbal status updates to Caterpillar enterprise and senior management for assigned incidents and problem ticket escalations.
- When applicable, create a problem ticket for a given Critical incident.
- Lead application/technical incident resolution, including off-shift and weekend support functions.
- Escalate incidents to senior management as needed.
- When applicable, coordinate SWAT (escalated problem management) activities.

SKILLS:

EDUCATION/EXPERIENCE:

- Bachelors Degree in Computer Science, or equivalent.
- At least 7 years of Infrastructure Management experience.
- Minimum 4 years of experience in ITIL Incident Management.
- Minimum 2 years of experience in managing Major Incidents for Global Clients.
- In-depth knowledge of Incident management tools (Remedy or Service Centre).
- Good knowledge of the ITIL version 3 frameworks.

REQUIRED SKILLS:

- Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
- Ability to lead projects, work across teams, and involve other parts of the organization in the development of solutions with limited supervision.
- Ability to work independently and manage ones time as well as well as being a collaborative team member.
- Adaptability & responsiveness to department needs and goals.

DESIRED SKILLS:

- Strong IT infrastructure knowledge.
- Good planning and decision-making skills.
- Remedy knowledge.
- Good conflict management skills.
- Proven experience of working in a similar, high pressure, multi-platform environment.
- ITIL Foundation Certificate.

Projektdetails

  • Einsatzort:

    East Peoria, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

Synectics