1717 Arch Street Philadelphia, PA 19103
A Global Media Company is seeking an Incident Manager to join their team in Philadelphia, PA!
ï‚§ Lead the definition and execution of existing and new product in relation to cDVR:
ï‚§ Service Levels and Adherence to them
ï‚§ Monitoring Strategies, Tools and Procedures
ï‚§ Triage Procedures (including enhancing exiting triage procedures)
ï‚§ Production support readiness documentation.
ï‚§ Actively manage relationship with key stakeholders, markets and resolver groups.
ï‚§ Respond to service-level issues and work to restore normal service operations as quickly as possible
ï‚§ Identify and lead the implementation of creative process and technology solutions within the team
ï‚§ Provide mentorship and team development opportunities
ï‚§ Assist in representing Production Support to the organization ensuring that high-availability and the ability to identify customer-facing issues is included in the development or deployment of new products and services.
ï‚§ Identify and recommends opportunities for " clean-slateâ€? process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation
ï‚§ Develop procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools
ï‚§ Oversee the timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
ï‚§ Work with architecture, development and engineering teams to identify root cause for recurring incidents and create an action plan for resolution.
ï‚§ Monitor systems and services for most efficient operation, identifying fault conditions as well as opportunities for further optimization
ï‚§ Maintain escalation and contact lists for mission critical systems and services
Responsible for providing post-sales technical product support. This includes, but is not limited to, analyzing customers' business needs and developing technical requirements, preparing technical responses to Requests for Quotes (RFQs), configuring integrated solutions to meet customer needs and implementing client solutions. May act as a primary point of contact between customer' s technical staff and the enterprise' s development/engineering organization. Serves as technical consultant to the sales team and must have a broad knowledge of multiple computer environments, platforms and technologies and in-depth knowledge of the enterprise' s products. Bachelor' s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. Typically has 6+ years of high-tech industry and/or IT work experience in product engineering, development and/or support functions.