Incident Manager - Philadelphia, PA

Position ID: NAL-1505-23
Job type: contract
Interview Type: Phone and Skype
Duration: 6-12 months

Job Description:

• Knowledge, Skills and Abilities
• Able to perform well and with poise under pressure.
• Ability to facilitate and/or present presentations to large audiences.
• Excellent written and verbal communication skills (both technical and business).
• Ability to communicate/present effectively to both technical and non-technical audiences including C Level executives.
• Lead a cross functional team to resolution of an incident and continual process improvement.
• Ability to work in a fast-paced environment and manage priorities with minimal supervision.
• Working knowledge of system availability and effective IT operations.
• Decisiveness.
• Negotiation skills.
• Build and maintain relationships within Technology and Business organizations

Education and Certifications:

• Bachelor degree in Computer Science or a related discipline, or equivalent work experience.
• ITIL V3 Certification is helpful
• 5-7 years experience in related Technology fields dealing with production environments.
• Background as System Administrator/Engineer in a production support role
• Coordinate and facilitate activities across multiple teams to develop a plan for the support model for cloud-based application trials. This may involve developing new process or adapt/refine existing processes. 
• Ensure that team’s understands the process for resolution of cloud-based application trial issues.  Lead triage issues, during the various Technical and Market Trials for cloud-based application.
• This includes working with Production Support team, Business Operations, Technical Operations, Release Management, Market Trial team and development teams to develop and implement processes that would streamline Incident Management.
• Define, Collect and Publish key performance metrics for Incident Management for cloud-based application
• Identify requirements for tools, techniques and best practices that could be used to automate key processes, accelerate isolation of root causes, minimizes blind spots and provides management line of sight to status of the issues.
• Ensure that incidents are promptly investigated and acted upon based on severity.
• Actively work to resolve issues based on priorities by facilitating discussion and troubleshooting across multiple operations and development organizations and be the voice of the customer and champion resolution of issues promptly, for cloud-based application
• Become proficient  in  troubleshooting tools like Splunk, pulling logs from the STB, cloud-based application  Scheduler, Recording Manager, and scripting tools like PERL, Python and Sql.   Also provide guidance and support to the staff engaged in trouble shooting issues

Interested candidates can send resumes to jobs@nallas.com with position ID in subject line