Hosting Incident Specialist - IT:GIS:GO:CSM-P00069 - ARG000RR
The primary responsibility of the role is to ensure that the Incident Management team has the necessary information to respond to (resolve andior escalate) Incidents efficiently within the environment that have been identified as affecting Hosting Technology services (i.e.. application platform services for Database. PeopleSoft, StiarePoint, Web. Middleware, File Transfer, Active Directory, SiteMinder. Storage Services induding SAN, NAS and Server and Cloud Services induding hardware, virtualization and operating systems).
This will include performing the following activities:
. Maintaining relationship with 13 support teems. Liaison between Technical Oversight and extemal escalation teems
. Being the Hosting Incident Specialist for BAU and shift left activities to Event Monitoring
. Monitoring BAU incidents to ensure KPI’s and OLAs are met
. Co-working on P1Sx Incidents with the Hosting Technical track team members
. Enable standardization of processes and working practices as they relate to the Hosting Incident track . Drive consistency in service delivery by supporting one unified operate model
. Help drive automation activities to ensure the Hosting Incident track team is identifying activities which can be automated to operate as efficiently as possible
Essential Functions of the Job:
Team Management/Service Delivery
. Maintaning awareness of all Hosting Incidents.
. ActIng as escalation pant for any technical Issues for Hosting Incidents for the Event Monitoring team.
. Ensure feedback from quality reviews and reporting are addressed in a timely fashion and remediation efforts for all incidents are continual.
. Identity improvement opportunities within incident resolution.
. Identification of appropnate recovery actons, agreeing timelines and holding teams accountable for meeting agreed targels escalating when appropriate
Process Alignment/Technical Leadership
. Ensure team adherence to established processes.
. Implement process improvement plans including training, shift left activities and identification of automation candidates to
Hosting Specialists team.
. Seek out solutions to technical questions and service support inconsistencies.
. Provide technical triage and resolution steps for new applicatiorislservices from escalation support teams.
. Providing technical assistance to the Hosting Technical track team within P1Sx Incident Management. Helping in identification of appropnate recovery actions and reqisred technical resources.
. RevIew Os Manuals end PSPs and provide input into projects to ensure 15M receives the correct level of technical information (knowledge and access) required to support new apps/services.
. Drive automation of redundant incident resolution activities.
Coaching & Development
. Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.
. Coach and develop more junior members of the Hosting Incident track team by:
: Reviewing others’ work for compliance with team quality standards and provide suggestions for improvement.
Providing constructive feedback tailored to each person’s style and environment.
: Adopting appropriate coaching techniques to meet the various needs of team members.
- Recommending development activities tailored to each teem member’s needs and leaming style.
Analytical/Decision Making Responsibilities:
It is expected that the Hosting Incident Specialst will take a systematic approach, considering all relevant data and be able make informed decisions regarding all aspects of Hosting Incident track functions. The Hosting Incident Specialist will be responsible fur assisting the Incident Management Lead in defining the Hosting Incident track strategy along with other team track specialists, the Technical Oversight Lead and Infrastructure Support lead.
Knowledge and Skills Requirements:
. Versed In all aspects of PISx Incident Management proces-ses
Ability to work well in high pressure environment whist maintaining focus and sense of urgency
Ability to coordinate various levels IT Services personnel across multiple locations and cultural backgrounds
. Ability to muttitask time critical tasks whdst maintaining highest levels of quality Demonstrate influencing skills that ad&ess the varied interests and individual style of others, recognizing people have different sources of motivation.
. Ability to develop working relationships across all levels within IT services
. Familiarization of current IT infrastructure and application technology
. Understanding of ITIL Service Management principles parlictiarly Incident, Problem and Change Management
. Strong listening written and verbal communication skills
. Good analytical and organizational skills.
. Bachelor’s degree in Computer Science or a related disöplre or 1-3 years’ experience in the held
. Experience in a lar ge complex Hosting Infrastructure
. Master’s Degree in Computer Science or a related disapline
. Good technical background with understanding of lge complex infrastructure
. Experience working Mth IT requirements of a global firm
. Experience of lThL Major Incident Management and coordination in a la-ge organization
. MCSA on Server Infrastructure, Messaging andìor Commurcatlon similar tectinical qualification
. MCSE on Server Infrastructure, Messaging and/or Communication or similar techrtcal qualification
. ITIL foundations
• Kepner Tragoe High Seierity Incident Management
This job description Is intended as a guide to reflect the principal functions of the job. However, It is not an all-Inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management