The job below is no longer available.
Supervisor, Network Operations Center - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Andover, MA Andover, Massachusetts |
About this job
Client Reference Code: 198570
JOB SUMMARY
The NSC Supervisor/Major Incident Manager Coordinator (MIMC) will be responsible for driving technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. Communicating highly technical information to both technical and non-technical personnel is required and will include extensive interaction with internal IT members in senior or executive management positions. Ensures that the Incident Management process is followed by all IT teams for every incident. Conducting analysis and reporting for incidents generated by all Support verticals will be required. Incumbents must have a broad technology understanding across Distributed Systems (Windows, UNIX and Linux) and Networks as well as a solid ITIL foundation background.
MAJOR DUTIES AND RESPONSIBILITIES
Initiates and chairs technical bridge and management bridge conference calls and assign tasks to the relevant attendees; sends out the relevant reports after conference bridges and at the end of each incident
* Sends email communications to a wide audience giving details of the incidents; send Executive Communications as required.
* Authoritatively and confidently guides high priority incidents to resolution; may be called upon to make decisions on behalf of the organization in the heat of the moment that may have production impacting implications.
* Provides updates on management bridges on current infrastructure issues and actions being taken.
* Understands and applies enterprise wide thinking to individual/departmental requests for IT investments to ensure end-to-end process and data integration are achieved.
* Statistical evaluation of incidents includes frequency/duration of incidents, incident categorization/prioritization and resolution rates for trending purposes.
* In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives.
* Identifies service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents.
* Provides technical analysis of significant or reoccurring incidents.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
* Extensive professional experience in incident management and understanding of Incident Management practices and skills.
* Strong working knowledge of Cloud/Hosting environments in terms of technology/infrastructure and their dependencies and requirements.
* Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks.
Analysis: Identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions.
* Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
* Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences.
* Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise.
* Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals.
* Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.
Education
* Minimum of a B.S. in Computer Science, MIS or related degree and three(3) years of relevant experience or combination of education, experience and training. Foundational ITIL Training with Advanced Certifications in Service Transition and Service Operations are a plus.
WORKING CONDITIONS
Schedule is Sunday-Tuesday (every other Wednesday)
Qualifies for off-shift differential (7:00PM-7:00AM)
Job Code : TWCTE0035 Sup, Network op Center (NOC) Exempt
198570BR
JOB SUMMARY
The NSC Supervisor/Major Incident Manager Coordinator (MIMC) will be responsible for driving technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. Communicating highly technical information to both technical and non-technical personnel is required and will include extensive interaction with internal IT members in senior or executive management positions. Ensures that the Incident Management process is followed by all IT teams for every incident. Conducting analysis and reporting for incidents generated by all Support verticals will be required. Incumbents must have a broad technology understanding across Distributed Systems (Windows, UNIX and Linux) and Networks as well as a solid ITIL foundation background.
MAJOR DUTIES AND RESPONSIBILITIES
Initiates and chairs technical bridge and management bridge conference calls and assign tasks to the relevant attendees; sends out the relevant reports after conference bridges and at the end of each incident
* Sends email communications to a wide audience giving details of the incidents; send Executive Communications as required.
* Authoritatively and confidently guides high priority incidents to resolution; may be called upon to make decisions on behalf of the organization in the heat of the moment that may have production impacting implications.
* Provides updates on management bridges on current infrastructure issues and actions being taken.
* Understands and applies enterprise wide thinking to individual/departmental requests for IT investments to ensure end-to-end process and data integration are achieved.
* Statistical evaluation of incidents includes frequency/duration of incidents, incident categorization/prioritization and resolution rates for trending purposes.
* In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives.
* Identifies service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents.
* Provides technical analysis of significant or reoccurring incidents.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
* Extensive professional experience in incident management and understanding of Incident Management practices and skills.
* Strong working knowledge of Cloud/Hosting environments in terms of technology/infrastructure and their dependencies and requirements.
* Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks.
Analysis: Identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions.
* Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
* Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences.
* Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise.
* Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals.
* Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.
Education
* Minimum of a B.S. in Computer Science, MIS or related degree and three(3) years of relevant experience or combination of education, experience and training. Foundational ITIL Training with Advanced Certifications in Service Transition and Service Operations are a plus.
WORKING CONDITIONS
Schedule is Sunday-Tuesday (every other Wednesday)
Qualifies for off-shift differential (7:00PM-7:00AM)
Job Code : TWCTE0035 Sup, Network op Center (NOC) Exempt
198570BR
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