Overview
Hybrid
$28 - $30
Contract - W2
Contract - 12 Month(s)
Skills
Change Management
Incident Management
ITIL
Job Details
Job Description:
- Role Summary/Purpose: The Digital Operation Center (DOC) Engineer will lead technical issues using FIVE pillars: Incident Management, Problem Management, Knowledge Management, Change Management, and Proactive Monitoring. In this role, the successful candidate must be able to work in a high pressure, heavily matrixed organization of a system, infrastructure, and operations support staff to deliver highly available systems and services globally to Client Businesses
Essential Responsibilities:
- Well versed in Problem Management process, tools, incident trends analysis towards operational excellence.
- End to end service/application monitoring; assess alerts and take appropriate action to assure signals are addressed, including ticket creation, assignment to support team and lead incident resolution.
- Proactively lead and drive outages for a quick service restoration; provide support and leadership for all events, especially high priority incidents.
- Maintain control, ownership, and operational authority of an outage triage during high-pressure situations.
- Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration.
- Provide timely and concise updates to incident records and incident.
- Ensure timely engagement of essential technical support teams/personnel.
- Provide updates and escalate to various levels of management according to process.
- Compose outage notifications and ensure content is complete, clear, concise, and relevant to the audience.
- Maintain operational process consistency across IT technologies.
Qualifications/Requirements:
- Good to have Networking (WAN/LAN) experience or understanding.
- Good to have Compute experience or understanding.
- Good to have experience or understanding in automation tools.
Desired Characteristics:
- Working knowledge of ITIL or structured incident management and infrastructure support processes
- Strong oral and written communication skills; comfortable with communicating and presenting at all levels, including senior leadership.
- Understanding of IT Infrastructure; experience as an infrastructure support technical resource
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.