Major Incident Manager
Company: Ensono
Location: Phoenix
Posted on: May 1, 2024
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Job Description:
Major Incident ManagerRemote - United StatesJR010311
At Ensono, our Purpose is to be a relentless ally, disrupting the
status quo and unleashing our clients to Do Great Things! We enable
our clients to achieve key business outcomes that reshape how our
world runs. As an expert technology adviser and managed service
provider with cross-platform certifications, Ensono empowers our
clients to keep up with continuous change and embrace
innovation.
We can Do Great Things because we have great Associates. The Ensono
Core Values unify our diverse talents and are woven into how we do
business. Honesty, reliability, curiosity, collaboration, and
passion are the key to achieving our purpose.
About the role and what you'll be doing:
Manage the process to restore normal service operation as quickly
as possible to minimize the impact to business operations.
Initiate, manage and lead a conference call of relevant parties
(subject matter experts, team members).
Provide a verbal summary of the business impact and urgency of the
incident to call participants.
Provide to the technical bridge participants specific details of
the incident with steps to reproduce, if possible.
Document Troubleshooting steps taken and their results, to avoid
repeating the same tests.
Ensure the Ensono Incident Management communication process is
followed, so that communications occur in accordance with business
expectations.
Manage each incident through to resolution.
What technical skills, experience, and qualifications do you
need?
Excellent verbal and written communication skills in English; the
ability to communicate clearly and confidently on conference calls,
in meetings, via email, etc. at all levels of the organization is
essential.
Ability to quickly assess/triage the nature of a reported
problem.
High-level knowledge of overall system infrastructure and
applications.
Strong organizational skills and the ability to effectively manage
multiple tasks simultaneously.
Demonstrate a structured approach to problem solving; logical and
methodical.
Required Skills
Business focus - demonstrate the ability to learn and understand
the business and financial impact of an incident and articulate it
to create a sense of urgency
Able to set priorities, pursue multiple threads at the same time,
accurately reflect current state and drive towards desired
state.
Able to translate technical incidents into business terms.
Able to facilitate conversations with large groups of remote
people.
Strong understanding of ITIL and Incident Management practices.
5+ years of experience in an Enterprise 24--7 Network Operations
Center or Production Support environment required OR
5+ years Customer Service experience, Incident and Problem
Management required.
Customer focus and ownership - displays initiative and a proactive
approach to work.
Experience working in large and complex operations
environments.
Exposure and familiarity with change, problem and release
management.
Four year College degree in a technical field or equivalent
experience.
Preferred Skills
Technical experience in network and server administration,
including hands on experience.
Experience with monitoring technologies.
Web, IAM and Cloud experience a plus.
Why Ensono?
Ensono is a place to make better happen - for our clients and for
your career. You can do great things through innovation or
collaboration, by learning or volunteering, or to promote diversity
and inclusion. You can do great things for your own health or for a
healthier planet. Whatever it means to you to do great things we
want Ensono to be the place you can do it.
We are a client-facing business, but we do encourage clients to
allow us to work remotely most of the time so if you are not
required to be on client site, you can choose to work from home or
in our Ensono offices.
JR010311
Keywords: Ensono, Mesa , Major Incident Manager, Executive , Phoenix, Arizona
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