Software Guidance & Assistance, Inc., (SGA), is searching for a Lead IT Support Analyst for a long term contract assignment with one of our premier financial industry clients in any of these locations Wilmington DE, Chicago IL, Orlando FL, and Jacksonville FL.
Required Skills:  


* 10 years of experience in Information Technology is required, with an emphasis on Problem and/or Incident Management and IT Governance

* 3 years of experience with Problem and/or Incident Management is required

* 3 years of experience leading large scale, complex technical initiatives is required

* Experience executing business service operational support in the area of incident management is required

* Technical expertise gained through exposure to multiple infrastructure domain architecture disciplines is required; including familiarity with application and information disciplines such as Distributed Computing, i.e. Windows/Unix Engineering and Administration, Network Engineering, Operations, and Mainframe / Large Mid-Range systems

* Proven experience with techniques necessary to triage the infrastructure of complex IT systems is required. These techniques include discovery, analysis, and assessment of alternative solutions.

* Cost/economic impact analysis, and operational / integration impact analysis

* Experience gathering, analyzing and articulating high-level business requirements/solution sets for the purpose of infrastructure development is required

* Must have the ability to be proactive with a strong bias for action, be naturally inquisitive, and have bias for continuous improvement of practices and processes

* Demonstrated experience implementing and enforcing ITIL practices across multiple organizations and diverse business environments is preferred

* Prior experience performing in a role dedicated to IT governance, process definition, and process engineering is preferred

* Must have superior written and verbal communications skills, as well as the ability to create executive level presentations

* Must have excellent negotiation, presentation, and interpersonal skills; as well as the ability to instantly develop strong rapport and build relationships with individuals and teams at multiple levels of the organization

* College degree or equivalent experience is required

Key Responsibilities include:  


Incident Management

* 7x24 / follow the sun, call facilitation, coordination and communications during critical outage situations.

* Call documentation, queue management, ticket analysis and interface to all LOBs for incident impact analysis via the Production Assurance process.

* Guidance for SCIM maintenance and creation.

* Liaison to GPO for overall governance decisions.

* Provide essential support to the incident managers during critical outages so they can focus on facilitation of returning to service while all levels of management and impacted LOBs are kept informed outside of the technical call.

* Leadership for out of control bridge calls, or those that are not making progress.

* Complex issue resolution / leadership.

Problem Management:  


* Lead RCA (root cause analysis) activities on major impacting incidents and failed change, as well as any P1 issue where there is a potential for reoccurrence or no cause has been identified.

* Manage all communications for critical customer impacting incidents.

* Provide LOB level expertise and support during critical incidents, interfacing with all impacted LOBs to better manage the message, as well as understand individual LOB impacts. Manage all LOB Production Assurance bridges during critical incidents.

* End to end view of issues for objectivity.

* Senior level results analysis

* Chronic issue coordination and leadership.

* Guidance to all support staff(s) and vendors in driving a coordinated approach for results.


Production - Service Improvement and Additional Responsibilities include:

* Daily, weekly and monthly review of production metrics, identifying trends, and initiating improvement proposals.

* Command center planning and support for all major events, i.e., integrations, enterprise releases, etc

* Represent and drive improvements into the corporate direction for Production Assurance process and standards across the firm.

* Manage business impact and expectations for LOBs supported

* Education and communication to technology teams on Production Assurance process and standards.

* Continuous improvement program oversight.

* Mentor junior team members.

* Builds and leverages partnerships across business groups to deliver innovative solutions.

* Demonstrates inclusive leadership, effectively coaches for performance and career development and is a role model in the pursuit of excellence.

* Establish processes and procedures for governing Technology teams and the businesses production assurance engagements and outputs.

* Financial & operational impact assessment of product issues and RCA's.

* Experienced in working with third party suppliers to integrate and jointly operate third party solutions

* Jointly rationalize and streamline multiple client delivery and operating models into a single model