First Advantage - Assistant Incident Manager

Position/Business Title: Assistant Incident Manager

Position Description Summary :

Summarize the main purpose or objective of this job.

- The Incident Manager is an individual contributor role responsible for coordinating response between technical teams during a service disruption.

- The goal of the incident manager is to return service to affected customers and stakeholders as soon as possible following designated ITIL procedures.

- When not leading Incident resolution efforts, the Incident Manager is responsible for handling tasks related to Problem Management (securing and documenting RCAs), Change Control, and Reporting.

Essential Duties and Responsibilities :

- Engaging and coordinating technical resources from Windows, UNIX. Network, Storage & Backup, Transport, Database and Application Support teams

- Ensuring that incident management process is followed. Perform notifications and escalations within prescribed SLAs;

- Ensuring incident ticket includes adequate notes for later review and analysis;

- Ensuring follow-up change tickets are submitted and scheduled as appropriate;

- Provide input to problem management teams for root cause investigations;

- Supplementing Level 1 / 2 NOC Enterprise Support teams when no incident is occurring

- Publishing RCA results

- Coordinating APAC Change Control activities

- Providing Metrics and KPI's

- Total Time (Must Equal 100%)

Job Qualifications :

Education :

- High School Diploma plus 2 year degree in computer science or technical support from accredited institution

- Certification of Systems Administration credentials from two or more of the following IT equipment manufacturers: Windows, vmWare, Cisco, Oracle, IBM, F5, others

Experience : 3-5 years of experience in IT Operations support

- 3-5 years of experience in hands on support of two or more of the following technical disciplines: Windows Servers Systems, Unix Systems, Network, Storage, Citrix, VMware, VOIP, monitoring, Oracle DBA, SQL DBA, application software support

- Other Knowledge, Skills, Abilities or Certifications: Ability to follow procedures under stressful conditions

- Written and Oral Communications Skills

- ITIL v3 Foundations