Genesis10 is currently seeking a Lead Production Support - Hybrid position with a Global Financial Institution located in Plano, TX. This is a 12+ month contract opportunity. This position requires an innovative individual to provide Problem Management coordination, data analysis, and relationship management. The role is integral to the stability of the organization by identifying the root cause of issues, preventing recurrences, and proactively implementing mitigations to maximize service availability across Network Services. The ideal candidate will have excellent communication skills and will participate in the implementation and ongoing adherence of the Problem Management process.
Responsibilities: - Lead Problem Investigation efforts for all network technologies
- Conduct proactive assessments of events to determine opportunities for root cause investigation
- Ensure problems are progressed through the Problem Management process in a timely and prioritized fashion
- Ensure that the information entered/documented is accurate and complete, including workarounds, solutions, process enhancements, and root cause
- Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards
- Periodically review problem investigations for which a practical solution could not be found
- Verify structural solutions and close the known errors and problem investigations
- Maintain open Problems for status changes and ensure data quality for management reports
- Coordinate Problem resolution with any relevant technical and business stakeholders
- Provide information and host meetings for customers/end-users regarding the status of their records
- Communicate with the customer/end-user to gain agreement that records have been resolved
- Conduct problem process audits for a sampling of problems
Requirements: - B.S. degree in Computer Science, Engineering, Business, or equivalent preferred
- 5 to 7 years of experience
- ITIL Foundation Certification
- Experience with Problem or Incident Management
- Knowledge of IT Technical skills across multiple disciplines
- Ability to provide leadership skills (self-starter / self-motivated)
- Organized and detail-oriented with strong technical acumen and analytical skills
- Knowledgeable on JIRA, Confluence, and experience with Agile framework SCRUM ceremonies
- Excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management
- Experience operating with colleagues across different time zones with a flexible approach to working hours
Desired skills: - Experience in networking principles and protocols
- Cloud or SDN knowledge and experience
- Experience working in an Agile environment
- Experience in Networking-related disciplines within a design, implementation, or operations role
- Relevant Industry certifications in Network Technologies
- Experience of working within financial services (Insurance, Banking, Investment banking)
- Experience with other network technologies: WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, DDI, Load Balancing, and AAA
Pay range: $30.83 - $38.83 per hour
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: - Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
- The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
- Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
- Behavioral Health Platform
- Medical, Dental, Vision
- Health Savings Account
- Voluntary Hospital Indemnity (Critical Illness & Accident)
- Voluntary Term Life Insurance
- 401K
- Sick Pay (for applicable states/municipalities)
- Commuter Benefits (Dallas, NYC, SF, and Illinois)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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