Availability Manager (Fully Cleared)
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Skills
customer serviceincident responseitsmsolarwindssplunktroubleshooting
About the role
Description
The job duties are as follows:
- Implementing moderately complex core business processes and assists in process improvement initiatives to enhance customer service. Identifies process matters of significance or enhancements and implements.
- Leading Incident Response during critical outages and ensuring proper notification to management and customer POCs.
- Evaluating employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
- Leading incident response during critical outages and ensuring proper notification to management and customer POCs.
- Preparing Daily Report on Incidents/Change/Problem tickets and SLA status
- Preparing summary report on all Major incidents occurring on shift
- Preparing Operations Center scheduling
- Must be able to communicate professionally with all levels of personnel from technicians to senior management.
- Strong time management, communication, interpersonal and presentation skills
- Strong troubleshooting and technical skills in networking and desktop support.
- Experience with enterprise management monitoring tools such as HP Openview, Solarwinds, or Splunk a plus.
- Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
Requirements
Must HAVE A TS/SCI WITH POLY