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Incident Manager III (Operations and Production Support) - Philadelphia, PA
Ref No.: 17-00590
Location: Philadelphia, Pennsylvania
Job Title: Incident Manager III (Operations and Production Support)
Job Location: Philadelphia, PA
Position Type: Contract
Pay Rate: DOE $/hr. on w2
Interview Process: Phone + F2F

US Citizen, Green Card only.

Job Description

About the Job
Crucial part of the Production Support team which is responsible for managing incidents for new and existing Products. This incident manager is responsible for ensuring that all incidents are identified, triaged and resolved within SLA guidelines. Additionally, this position will be responsible for ensuring that all root-cause analysis is documented for high severity incidents and delivered to the respective Product owners. This position will interface with various operations teams to bring quickly and timely resolutions to incidents. Work is performed in a 24/7 operations environment. Must be available to work weekends and holidays on an on call basis.
What You Will Need To Get the Job Done
Bachelor's degree in Computer Science, Engineering, Business or related field or equivalent work experience is required.

  • 7+ years of tech industry and/or work experience in Customer Service, Incident and
  • Problem Management functions and strong understanding of ITIL and Incident
  • Management practices
  • Prior Team Lead experience (Must be able to drive and lead bridge calls with engineering and others - need to be able to command the room).
  • Experience with monitoring technologies.
  • Experience working in a large (1000+ server) and complex operations environments.
  • Must have good understanding of Unix/Linux (will not be writing scripts), this is a Linux env (not Windows)