Incident Escalation Specialist

Incident Escalation Specialist

Requirements

• Typically 2-4 years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills – In-depth.
• Collaboration & team skills – In-depth.
• Analytical and problem solving skills – In-depth.
• Influence skills – In-depth.
• Data driven decision making – In-depth.

Responsibilities

• Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed.
• Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements.
• Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident.
• Provides immediate response to production program or system problems.
• Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications.
• Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.
• Works with development teams to build solutions that use enterprise monitoring/logging, are ‘self-healing’, and require minimal to zero maintenance.
• Conducts independent analysis and assessment to resolve strategic issues.
• Monitors and tracks performance, and addresses any issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Leads/Conducts incident recovery and detailed root case analysis.
• Deploys manual code to production environment.
• Facilitates or completes analysis, design and configuration of viable solutions to highly complex technology problems that would improve data center and support activities.
• Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
• Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Supports deployment activities, managing implementation issues to resolution.
• Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
• Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.
• Collaborates and engages with the appropriate areas across the bank.
• Develops or helps to develop the knowledge assets required for the operation.
• Promotes adherence to standards and industry best practices.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
• Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.

Preferred Qualifications

No preferred qualifications provided.