Job Description: - This function coordinates the processes and activities that focus on restoring service after an incident occurs.
- Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity.
- This function also includes those who operate and monitor computer and peripheral equipment.
- Documents all problems (hardware, application, facility, etc.) and takes corrective action as required.
Primary responsibilities: - Performs incident management, service restoration, and/or change verification activities.
- Prioritize incidents based on defined ITSM priority definition and guidelines.
- Help drive risk prevention, awareness, and team accountability, helping identify and raise awareness for incidents that may breach or may have incorrect Severity levels assigned.
- Effectively communicate awareness, issues, alert confirmations and status, to team and other areas.
- Utilize documentation, associated topologies, change activity, monitoring tools, and expertise to monitor and validate overall environment health providing higher-level support for support groups with respect to critical applications health.
Skills: MS Windows OS, Office Suite, Strong communication skills (written and verbal).
Incident Management.
General knowledge of server (UNIX, LINUX or Windows), database (SQL, Oracle or DB2), Network (LAN / WAN), and Web (WebSphere or IIS). ITIL skills ServiceNow knowledge.