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IT Incident Management Specialist ITIL v3 or ITIL4 certified

Penda Aiken, Inc.

This is a Full-time position in Brooklyn, NY posted July 22, 2021.

This is an onsite position in Brooklyn, NY, not remote

Sunday through Thursday 4pm to midnight

Pay is 65.00
– 70.00 per hour

Responsibilities will include:

• Escalate incidents and problems to senior management as needed, scheduling, facilitating and reconvene meetings for incidents and implement the processes for solution population, known errors and workarounds;

• Provide oversight of related incident management processes including trouble-shooting, approval of quick fixes, and ensuring accurate incident reports & communications;

• Provide high-level guidance and support for the deployment of Releases;

• Analyze and report incident trend data to identify and eliminate root causes;

• Diagnose faults and determine whether new incidents are related to known errors or existing problem records;

• Assist support teams in resolving any operational issues quickly after initial Release deployment and the removal of remaining errors or deficiencies;

• Work with internal engineering and operation teams as well as external teams / vendors to resolve IT operations problems;

• Lead and facilitate root cause investigations into high impact incidents and take ownership to drive root cause determination, risk mitigation, and ensure permanent resolution is put in place;

• Act as a backup to the Citywide Service Desk during identified critical needs; and

• Responsible for the day-to-day operational process administration of policies, procedure and across all IT service teams at the Operation Center.

• Management responsibilities include: developing a high level of customer service by providing expertise, strategy and vision to support groups; ensuring the effectiveness of operations support, processes and controls; providing solutions, guidance and direction for implementation and trouble solution for long and short term goals and objectives.

Skills, Knowledge and Experience:
Minimum of 4 years progressive IT enterprise level experience; in a 24/7 service provider/support organization; ITIL v3 or ITIL4 certified Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitate effective bridge lines, and provide required detailed documentation and follow up Must have excellent interpersonal, collaboration and oral & written communication skills.

Demonstrates analytical and problem-solving ability Exceptional interpersonal communication (written and verbal) abilities Familiarity with the following technologies or concepts: Enterprise Service Management (ESM) platforms such as Remedy and ServiceNow; Basic LAN/WAN network administration and maintenance practices; in-depth knowledge of system integration and networking architectures; experience with IP switched/router/based networks; general knowledge of Oracle database, Windows 2003/2008/2012, Active directory, group policy, UNIX/Linux, Veritas Storage and NetBackup and their uses in application hosting architecture; knowledge of network monitoring and telemetry tools, cloud-based file sharing, deduplication, Proxy servers, web architecture and various virtualization infrastructure, security operations, intrusion detection, firewalls, Single Sign On (SSO)