Job Description

Major Incident Manager

Grab the opportunity to achieve your full potential! Eclaro is looking for a Major Incident Manager for our client in Richmond, VA.

Eclaro’s client is one of the world's largest financial institutions, committed to providing the tools and services that bridge the gap between customers and their goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!


Responsibilities:
• Demonstrates excellent oral and written communication with the ability to clearly and effectively communicate at all organizational levels
• Demonstrates effective "Command and Control” of the triage bridge for troubleshooting efforts on a large incident or multiple incidents that are significant in scope and impact
• Initiates and provides leadership, strategic/tactical direction related to the successful resolution of a major incidents along with any available workarounds
• Facilitates resource engagements and applicable escalations to management either internally or externally
• Demonstrates a working knowledge of various infrastructure technologies (Network – Switching and routing, perimeter security, optical transport, voice services etc., Storage, Mainframe, VM's, and Cloud etc.)
• Expected to quickly become familiar with existing infrastructure and be able to rapidly respond to service impacting outages
• Sending clear and concise Incident Communications per identified processes
• Contribute to a Continual Service Improvement culture using the Agile approach under the direction of leadership
• Follow and enhance existing process and procedures
• Develop and/or maintain necessary incident management and communication reports
• Follows documented "Best Practices” and procedures

Qualifications:
• 3 – 5 years of experience in NOC, network help desk, or relevant customer service skills
• 3 – 5 years of experience with Microsoft Office Suite
• 3 – 5 years of experience with ITILv3 and ITSM Remedy
• 3 – 5 years of experience working with Cisco – High end Routers, Catalyst Switches and PIX
• 3 – 5 years of experience working with Cisco CUCM and Cisco VoIP/teleworker/telepresence
• 3 – 5 years of experience working with Voice technologies such as Sonus GSX, 911/PSAP, Genesys CTI, VRU, Aspect, SIP, SIPaaS and TDM
• 3 – 5 years of experience working with Tier 1, 2, and 3 carriers
• 3 – 5 years of experience working with MPLS
• 3 – 5 years working experience working with F5 Networks – GTM, 3DNS, LTM and BIGIP Load balancers
• 3 – 5 years of experience working with Network Security Firewalls (Checkpoint, Juniper)
• 3 – 5 years of experience working with Proxies (Bluecoat, NetAPP and Sun and proxy infrastructure)
• 3 – 5 years of experience working knowledge of DNS, DHCP,QIP, BIND, HTTP, and TCP/IP
• 3 – 5 years of experience working with Storage (NAS)
• 3 – 5 years of experience working knowledge with Mainframe
• 3 – 5 years of experience working knowledge with Cloud operations
• Must possess excellent oral and written communication. – Must be able to communicate at all organizational levels
• Leadership skills in support of the Command and Control requirements in leading a triage bridge
• Strong analytical skills. – Must be able to think outside the box
• ITILv3 Foundations Certified
• Education Requirements:
o College Degree preferred
o CCNA is preferred
• Candidate must be flexible to work all shifts including some holidays and weekends

 
 
Interested in applying? Contact Adrian Miranda at adrian.miranda@eclaro.com now.

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
 

Application Instructions

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