Friday, January 13, 2012

[itroundtable] LEAD: Immediate Response Analyst, Jersey City from Mike Petronaci @ JHEART

 

Please reply to Mike directly [michael@jheartusa.com] and tell him that I sent you.
 

Ann Bergquist

http://www.linkedin.com/in/annbergquist

 
Location, Jersey City
salary 80-95k
 
 
Immediate Response Analyst
 
 
Responsibilities:
General Tasks
·       Ongoing Ticket maintenance to ensure detailed information is recorded.
·       Participate in Continual Service Improvement through recommendations about current processes and practices.
·       Participate in Change Management meetings to provide feedback regarding Change related incidents.
·       Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items.
Incident Management
·       Coordinates and facilitates Incident resolution for application and system outages by engaging a variety of IT support teams while working closely with the Service Desk, Level 2 Support and Data Center Operations.
·       Adheres to escalation procedures defined by management to facilitate incident resolution in order to minimize duration of outages.
·       Assists with the identification of the resources to which the problem should be escalated. Conveys appropriate urgency and importance to identified personnel.
Problem Management
·       Facilitates and approves the results of Root Cause Analysis (RCA) done by Cross Functional Team. Includes the documented root cause or the decision that such a cause could not be found in addition to the documented preventative measures and workarounds.
·       Lead and participate in post mortem efforts for appropriate outages
 
Qualifications:
·       Off –Hours support and Weekend on-call for System Outage/Incident Management is a job requirement.
·       Required to have excellent problem solving skills and ability to work in deadline driven and high pressure situations.
·       Strong interpersonal/influencing skills, including strong verbal, written communication skills, strong attention to detail, and excellent listening skills are required. 
·       Minimum of 1-to-2 years of problem management experience in an enterprise environment preferred.
·       Understanding of Mainframe and Distributed Architecture from a Problem Solving standpoint
·       Understanding of and experience with Service Level agreements
·       Understanding of Network technologies (TCP/IP, DNS, DHCP, routing, etc.)
·       Experience with participating in Root Cause Analyses and Problem Trend Analyses
·       Working knowledge of Microsoft Excel, HTML, Microsoft FrontPage and SQL Databases is a plus
·       2-to-3 years experience desired in Internet technology.  Must have proven expertise in problem resolution techniques in a Windows, Unix/Linux and Mainframe operating environment.
·       Experience in one or more of the following: JCL, mainframe technology (TSO & CICS, DB2. zOS, or  zVM), MS Exchange, Windows Server Technologies, Solaris, zLinux or Websphere on Windows/Mainframe are a plus
·       Working knowledge of CA ServiceDesk R12 or comparable ticket management system is a plus.
·       Working knowledge or experience with CMDB products or implementation of CMDB products is a plus.
·       Working experience or general knowledge of the ITIL framework and/or Lean Sigma is a plus.  
 
Michael Petronaci
Executive Recruiter
JHEART LLC
973-586-3637
973-586-4853 Fax
michael@jheartusa.com

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