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Location: Englewood, CO
Job Type: Contract to Hire
Job Code: JPC - 396

Job Description

Role: Incident Manager (basically process engineering)

100% onsite: Yes

Location: Any of these: (Dish Meridian 9603 S. Meridian Englewood, CO 80112) (Cheyenne, WY) (Superior, CO) or (Littleton, CO)

Duration: 90 days CTH

Start Date: Immediate

Why is the position open: Increased workload coming their way because of wireless

Why join team: great environment, close nit, the exposure you get to work with! Tons of different groups you will work with. Relationship building! You get direct interaction with high-level management.

Visa: All, will sponsor for rockstar candidate

 

Job Duties and Responsibilities

The Incident Manager is responsible for driving and managing the effective resolution of daily IT-related incidents that impact the Client Network enterprise. This position will include shift work that includes working with the IT Service Desk, Network Operations, Application Administrators, Change Management, Problem Management & Resolution (PMR), and Infrastructure Support. You will be a part of the Incident Response Team that will handle all application/infrastructure issues that occur during a shift resulting in lost productivity for the Business.

Primary Responsibilities fall into the following categories:

  • Drive troubleshooting bridge calls by facilitating workaround strategy discussions with fix agents; quickly diagnose an incident’s impact on the organization and work with fix agents in determining the best course of action
  • Make decisive, but educated decisions, which will ultimately reduce an incident’s Mean Time to Repair (MTTR)
  • Work with PMR during the troubleshooting process to identify known errors and similar incidents that have occurred in the past; work closely with Change Management to identify change activity that has potentially impacted the environment
  • Be a consistent “voice” in the Change Advisory Board (CAB) meetings; ensure enterprise-wide communications are delivered accurately with appropriate information; prioritize and manage multiple incidents occurring at the same time
  • Communicate with Executive Management by delivering status updates with accurate and timely information; ensure incidents are resolved by communicating with the field and validating fixes that have been put into place
  • Work closely with the Metrics and Documentation Team in identifying incident trending patterns so that improvement strategies can be developed; contribute to the development of the Known Error Database; make regular recommendations to the PMR team regarding the process and procedure improvements
  • Coordinate firewall meetings

Skills, Experience, and Requirements

  • Bachelor’s Degree in an Information Technology related field with 4 years of experience or 5+ years of experience in Incident Management
  • General knowledge of IT systems
  • Knowledge of firewalls, networking protocols, and IT Security protocols
  • Effective in High-pressure situations
  • Ability to work in an on-call environment (be available 24/7 if on-call) (nonstandard hours), in exchange for a day off, rotation schedule. 2 weeks on, 3 weeks off.
  • Preferred experience communicating with C-level executives at a major corporation
  • Experience with AWS environment
  • Excellent verbal and written skills
  • Independent worker, but also able to lead a team
  • Does well under pressure
  • Experience beyond working at a service desk
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