Partial Remote / Partial On-Site: Candidate will Onboards and Start remote and will be required to be on-site once company COVID-19 W@H is lifted (requiring relocation if necessary also).
Work Hours:
Responsible for Day shift 6:30am – 3pm EST.
On Call Requirements:
24x7x365: As needed to facilitate the Red Alert process, POC for Incident Management.
Overall Purpose of the Position:
Administers and oversees the ‘Red Alert’ process for the Information Technology division including high impact and critical incident efforts. Ensures all projects, incidents, or situations that have escalated to Red Alert status are brought to swift resolution. Identifies the progress, owners, and continually monitors for forward movement. Maintains open communication, coordinates, and delivers instruction to all levels involved in the Red Alert up to and including Chief Information Officer (CIO).
Required Work Experience:
6 years experience including facilitating and leading groups in order to resolve problems and achieve results, and working with both technical and non-technical Help Desk or Call Center teams, Technology Owners, Application areas, and/or other support teams.
Required Skills and Abilities:
Ability to quickly assess critical situations, make appropriate decisions, and drive resolution. Strong interpersonal skills. Detail oriented. Proven ability to identify resource needs and escalate functional, quality, and timeline issues appropriately. Demonstrated, excellent verbal and written communication skills, including the ability to communicate with all levels up to and including executive management. Strong critical thinking, problem solving, and analytical skills. Demonstrated, effective organizational and leadership skills in a team environment.
Required Software and Tools:
Microsoft Office.
Responsibilities of Job:
70% Upon notification of a Red Alert, communicates the status to all involved parties via email, phone, or in person, coordinates support from the various IT teams to determine most time effective manner of correction or completion, prioritizes necessary actions, and ensures all parties remain on task. Facilitates meetings and tracks all activities impacting the resolution of the Red Alert. Organizes and maintains appropriate documentation throughout each effort. Provides executive status summaries to IT Senior Management and CIO.
30% As a member of the Incident Management team, assists in the creation and implementation of process
improvements, clarification, strategic efforts, and action plans related to critical business processes and/or customer related requirements. Participates in process evaluation that result from new business implementation, large system, hardware, or software changes, and other IT services that impact the incident management process.
Behavior Characteristics:
Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer. Some in-town travels between buildings.
