Experience in Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls
Ability in prioritizing the incidents according to their urgency and influence on the business
Knowledge in responding to a reported service incident, identifying the cause, and initiating the incident management process.
Experience in leveraging technology to issue all communications and providing key updates to stakeholder management
Performing timely functional and hierarchical escalation
Being accountable for resolving the outage via workaround or permanent fix
Ability to Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution
Continually maintaining and developing tools and resources to manage major incidents effectively
Overseeing the incident management process and team members involved in resolving the incident.
Experience in supporting and nurturing process improvements and knowledge base improvements
Strong knowledge of IT service management software including ITIL
Excellent communication, Strong problem solving, analytical, and time management skills.
Flexible enough to work 24/7 shifts-based model.
SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.