Job Description

Incident Manager Production Support

The Incident Manager is a member of the Production Support team. He/she will be responsible for developing and sustaining processes in relation to Event Management, Incident Management and Problem Management. They are also a hands on Technical resource who will both manage incidents and provide regular production/incident support in a Unix/Linux environment.

Responsibilities include:

• Ensuring that issues are responded to and that normal service operations are restored as quickly as possible
• Reviewing and revising incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
• Identifying persistent or recurring problems and recommending creative solutions
• Following policies and procedures for metric and measure creation, management and administration of the property infrastructure resources
• Ensuring timely execution of scheduled and repeatable processes such as data backup, archiving and storage, output management, system monitoring and event log management, and file and print server management. Adhering to system administration policies and process
• Monitoring applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization
• Reviewing core operational performance metrics for the client environment
• Managing on-call list for various resources
• Managing incident logs and AAR activities and reporting
• Maintaining escalation and contact lists for respective properties

This group supports over 4000 virtual machines, supporting 73 distinct services and applications. So they really need someone who is up for the challenge of volume and complexity as they evolve their team. Resource must come from high volume support and used to handling high volume tickets/incidents per day. Although this is a large Enterprise, if an individual has experience working in a startup environment it is a plus as their products and division's environment best reflects that of an all hands on deck start up mentality. This resource will be involved in everything to do with production support including operations, resolution management, and multiple projects in addition to the incident management aspects.

Must have:

• Knowledge of applications, hardware, and networks call tracking and problem tracking software
• Targeting resources with 5-7 years of work experience out of college.
• Experience in a Linux environment (not Admin level, ability to read log files etc.). Lighter Linux experience is acceptable if incident skills are strong. (The knowledge of how servers are connected to routers is a must despite the exception)
• At least 3 years of experience in a technology operations setting however not looking for those who have exclusively worked in a NOC.
• Basic scripting skills
• Ability to be on call off hours for a certain number of days every month.
• Excellent organizational, communication, customer service, problem solving and interpersonal skills
• Ability to effectively resolve incidents, assist in change management and deployment support
• Experience in supporting business objectives in a partnered/outsourced mod
• Ability to effectively triage and resolve incidents, assist in change management and deployment support

Nice to have:

• Understanding of cable and IP technologies is a plus.
• Experience with cloud computing and content management a plus.
• NOC/Technical Customer Service experience is a plus.
• Experience with Custom Applications, deployments, and configurations is a plus
• Preferable: Technical degree (CIS, IST, MIS, Computer Science, Engineering etc.)

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