Incident Manager Analyst in Schaumburg, IL at DISYS

Date Posted: 10/18/2018

Job Snapshot

Job Description

***2nd Shift 3-11***

What is the specific title of the position? NOC/Command Center Restoration Engineer

What Project/Projects will the candidate be working on while on assignment? Incident Management / Restoration Engineer

What are the top 5-10 responsibilities for this position? 

Position will require coordination of outage calls, sending communications to multiple business leaders, engaging technical teams, monitoring systems and applications, and other ad-hoc work.

  • Strong desire to jump in and investigate issues, resolve problems, and communicate status
  • Experience in incident management / root cause analysis
  • Experience in system performance monitoring / management
  • Proactively addresses problems and escalates appropriately
  • Monitor Production environments and reacts to failures/outages per SOPs
  • During a major incident, initiate and chair conference calls and drive incident to resolution as quickly as possible
  • Assess criticality of failures/outages as it relates to application and business impact
  • Escalate problems and roadblocks as they occur
  • Provide status updates to IT Leadership and customers on current IT issues and actions being taken
  • Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT Processes
  • Identify and document production issues, raise and respond to tickets, resolve them or escalate issues to IT teams if needed
  • Work with developers to analyze and identify root cause of application issues for remediation
  • Work closely with management and other team members to meet project objectives and maintain maximum uptime
  • Utilizing tracking software to track and monitor the resolution of issues and/or open tickets
  • Prepares accurate documentation for communication and RCA.
  • Communicate with diverse group of people, including technical and development personnel, senior management, business customers, and vendors with courtesy and in a constructive, professional manner.
  • Act as an escalation point for the team for our senior leadership or business partners
  • Ensure responsiveness as first level responder to support requests for technical support primarily through incoming calls, emails, and ticket system
  • Coordinate with technical support teams to resolve or troubleshoot issues
  • Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail
  • Actively create and update knowledge base articles for internal/external use
  • Act as a technical support liaison between our IT teams for high level issues
  • Strong analytical and problem solving skills
  • Ability to work as part of a team - Candidate will work closely with IT Infrastructure Teams and Development Organization.
  • Document daily issues for handover call.
  • Document timelines in case of major outages.
  • Willing to work in a support function for other NOC Analysts who are managing active bridge calls (call OnCall Support, Open incident and/or problem tickets.)

Where is the work to be performed? Schaumburg, IL

What are the work hours? (ex. 9am-5pm, day/night shifts, rotating shifts, etc) 3 PM - 11PM

Job Requirements

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.