Major Incident Manager
3 weeks ago
Responsibilities:
• Provide real time MONITORING AND TECHNICAL SUPPORT for Application, Network, Server and Enterprise system elements using alarming and monitor notification tools.
• Maintain, monitor and manage mission critical servers and applications in a mission critical 24x7 environment
• Manage applications in multi-server Windows, Linux, and Oracle environment, requiring limited or no downtime.
• Responsible for the system administration activities within 24x7 environments, using Oracle based applications
• Required to monitor the staging, development and production environments, and if necessary troubleshoot to resolve and or escalate any system, application or operational issues.
• Responsible for opening, updating, providing status and closing tickets.
• Performs diagnostic / assessment functions to include the determination and the execution of corrective actions(s) on real-time basis.
• Directs and coordinate corrective actions to restore and repair application/ server and system conditions internally and externally.
• Serves as technical specialist responsible for front line troubleshooting of service issues and interruptions.
• Author, update and keep current procedural documentation.
• Assist in the gathering of metrics and performance trends for analysis and tuning.
• Is self-motivated by the challenge put in front of them.
• Can work remotely, with no in office supervision.
• Works well with other talented members of the team and assist with any cross training as identified.
• Can work with deadlines and milestones.
• Collaborate with other operational support teams (systems engineering, network engineering, DBAs (Data Base Administrator), application support and application development teams.
• Assure security of and access to mission critical data.
• Participate as part of a team within identified off hours maintenance
• Provide off-hours support according to schedule.
• Review on a regular basis (at a minimum – quarterly) OCI metrics and procedures and any identified training.
• Participate in identified disaster recovery and backup procedures.
• Experience with TCP/IP, Telnet, SMTP, FTP, VPN and DNS services. Installation and operation of custom Internet and Intranet computing environments running Windows and Linux.
• Disciplined technical thinker, able to work within environment that has a highly documented process.
Education and Work Experience:
• BS or MS in CS or related disciplines.
• 4-7 years experience with at least 2 years in investigating incidents while being part of an incident response team
• Demonstrable expertise in server/system management in a production environment
• Alert Monitoring background in a 24x7 environment
• Strong communication skills.
• Certification on ITIL / Six Sigma.
• Working Knowledge of Linux Virtual Server environments.
• Experience with networking monitoring tools such as TCP/IP, SMTP, sFTP, Active Directory, DNS services.
• Must be self-managed and self-motivated.
• Familiar with updating and creating technical documentation.
Requirements:
• First rate customer service skills are a MUST.
• Knowledge of UNIX and/or Linux.
• Must be available to be on call 24x7
• Availability on week-end on rotation basis
• Excellent communication, interpersonal, organizational and planning skills.
• Must be able to work in a fast-paced team environment.
• Flexible work schedule.
• Able to follow identified process
• Able to communicate and not be afraid to ask questions.
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