Acts as focal point for incident review and escalation if necessary.
Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets. Works across a wide array of product lines and engages various levels of management on a day to day basis.
familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes.
Develops, coordinates and promotes incident management activities across enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas.
Manages and directs technical and functional specialists and computer operations staff in restoration of service during an incident. Acts as liaison between inter or intra-datacenter teams for high severity incidents.
What you bring:
6 to 12 yrs of considerable knowledge of incident management principles, procedures and techniques
Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
Strong knowledge of issue resolution and escalation practices, FIS products and services and IT infrastructure
Ability to apply analysis and creative thinking when solving problems and conflict. Ability to provide acute attention to detail. Ability to communicate effectively to all levels within the organization
Skilled at identifying and implementing process improvements. Ability to effectively establish and maintain relationships across the organization
