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
Hourly Pay Rate: $35-$56hr
Conversion Salary: $79,900- $108,100
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
