Some of the things you will you be doing:

• Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
• Initiate, manage and lead a conference call of relevant parties (subject matter experts, team members).
• Provide a verbal summary of the business impact and urgency of the incident to call participants.
• Provide to the technical bridge participants specific details of the incident with steps to reproduce, if possible.
• Document Troubleshooting steps taken and their results, to avoid repeating the same tests.
• Ensure the Ensono Incident Management communication process is followed, so that communications occur in accordance with business expectations.
• Manage each incident through to resolution.

What technical skills, experience, and qualifications do you need? 

• Excellent verbal and written communication skills in English; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
• Ability to quickly assess/triage the nature of a reported problem
• High-level knowledge of overall system infrastructure and applications
• Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.
• Demonstrate a structured approach to problem solving; logical and methodical.

Required Skills

• Business focus – demonstrate the ability to learn and understand the business and financial impact of an incident and articulate it to create a sense of urgency
• Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
• Able to translate technical incidents into business terms.
• Able to facilitate conversations with large groups of remote people.
• Strong understanding of ITIL and Incident Management practices.
• 5+ years of experience in an Enterprise 24x7 Network Operations Center or Production Support environment required _OR_
• 5+ years Customer Service experience, Incident and Problem Management required.
• Customer focus and ownership - displays initiative and a proactive approach to work.
• Experience working in large and complex operations environments.
• Exposure and familiarity with change, problem and release management.
• Four year College degree in a technical field or equivalent experience

Desired Skills

• Technical experience in network and server administration, including hands on experience.
• Experience with monitoring technologies.
• Web, IAM and Cloud experience a plus.