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Specialist, Incident Management
Prudential Securities
Roseland, NJ, United States
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Description
Job Description:
• Responsible for major IT systems incident management from initiation until an acceptable work-around or resolution
• Coordinate appropriate resources to resolve critical incidents in accordance with Service Level Agreements
• Own all communication during a major system outage, ensuring IT management and the business are kept updated until the incident is resolved
• Coordinate, manage and keep chronology of events during incident management conference calls
• Update the incident reporting systems with resolution information
• Leverage the incident reporting system to identify trends
• Interact with Problem Management on detection of potential trends; driving down repeat service impacting failures
• Identify and design/develop/implement solutions for automation to reduce/eliminate repeat incidents and improve overall system reliability
• Manage service, change and incident queues
• Works independently, receives minimal supervision.
• Acts as a resource for colleagues with less experience
• Solves complex problems; takes a new perspective using existing or proposing alternative solutions
• 24*365 operations – weekend, nights, and on call requirements
• Current position is a night shift; 4 or 5-day work week with one weekend night included; Shift changes may be required
Qualifications
• 2-3 years’ experience in technology operations - distributed, mainframe, network, storage
• Experienced in DevOps and/or Service Reliability Engineering
• Experienced in automation, standardization and process improvement
• Experienced in coding, scripting, application development
• Have analytical, problem solving and decision-making skills/experience
• Have Incident Management experience
• Have Service Now knowledge/experience
• Experienced in creating, analyzing and leveraging metrics
• Ability to work nights with at least one weekend night
• Possess a moderate ability to lead and manage diverse groups of technicians and vendors is also needed
• Have basic supervisory experience is a plus
Earned a 4-year college degree or equivalent experience