Essential Functions and Responsibilities:
This position with OA/ITSD is based in the SDC and is responsible for working with a team of incident managers to support the duties of the Network Operation Center (NOC) by providing effective enterprise incident management and communication. Essential duties include: Providing timely response to all incidents, outages and performance alerts. Triaging active incidents by using various monitoring tools, logging solutions, and troubleshooting skills. Categorizing issues for escalation to appropriate technical teams and notifying customers and third-party service providers of issues, outages and remediation status.
Job Knowledge, Skills, and Abilities:
Ability to work on multiple tasks simultaneously, meet required deadlines, and to work with a team to develop and implement procedures and best practices. Experience working with various types of monitoring, ticketing, and inventory software. Knowledge of and experience troubleshooting IT systems, applications, and network equipment. Excellent written and verbal communication skills interpersonal skills, planning and organizing, critical thinking, problem solving, decision-making, influencing and leading, mentoring and coaching. Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel are also necessary.