Job Description

The Incident Administrator is responsible for owning the response to customer impacting incidents In this role, the Incident Administrator is part of a team responsible for managing high severity incidents The ideal candidate is one who can take charge in high stress situations and give direction to Managed Service technical teams to drive expeditious resolution of incidents We are looking for a natural leader with proven knowledge of incident management frameworks and the ability to communicate clearly, confidently, and effectively to technical teams and our customer Skills and Qualifications: Responsible for communicating, leading, and managing all high severity major incident situations Must be able to see the big picture, manage all the moving pieces, know what s been tried and what s still on the radar, and plan for and manage next steps. Take command of incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners Ensure that the customers have a deep understanding of the issue, the action plan and the path to resolution Ensure that each participant understands the incident management process and their role in that process Set clear incident resolution objectives (exit criteria) and timings. Provide direction and time management to keep the resolution effort on track and moving forward Operate as part of a 24X7 global team of Incident Administrators and ensure perfect handover of critical issues to other shifts Suggest team process improvements to the Incident Commander Partner with outside groups to ensure cross training opportunities are realized Desired Skills and Experience: 5+ years experience triaging/resolving incidents in a 24/7/365 medium to large scale Data Center/Operations, in a multi-client environment 2-3 years leading and managing incidents/crisis events in a large, complex multi-client environment. Proven IT support experience in any of the following technologies: Window Server administration: Exchange, Active Directory, Server 2012 and 2016 O365 Administration Unix/Linux Server administration Backup administration Basic knowledge of storage systems (EMC, IBM, Hitachi, etc) Clustering solutions: Citrix, VMware, etc 3+ years working with an ITSM ticketing system, ServiceNow preferred ITIL v4 Foundation Certification, preferred Knowledge and experience of ITIL Incident and Problem Management processes and how to integrate them to improve service delivery. Additional skills and experience: Proficient use of all Microsoft Office applications, including Visio Experience with IT monitoring tools and technologies (Logic Monitor, CA Unicenter, Solar Winds, etc) Previous experience with major incidents Strong communication skills A high-level knowledge of incident management best practices and systems Problem-solving skills The ability to make quick, confident decisions Listening and synthesis skills Leadership skills the ability to take command in a high-stress situation Required Certifications: CompTIA A+ CompTIA Network+ Microsoft Certified Professional (MCP) Higher certifications such as CCNA or MCSE preferred

foundit