Job Description

Reference # : 18-02680Title : Service Availability Manager
Category: IT Contracts
Location : Phoenix, AZ
Position Type : Contract
Experience Level : 8 YearsStart Date / End Date : 04/09/2018 / 04/08/2019
Assignment Detail
Industry:IT Consulting/ServicesJob Category:IT Operations / Infrastructure
Description
Senior Bridge Facilitator

Eclaro is looking for a Senior Bridge Facilitator for our client in Phoenix, AZ.

Eclaro’s client is a major technology firm with a prominent presence in large and fast-growing markets, providing products and services that enable businesses and economies to thrive. If you’re up to the challenge, then take a chance at this rewarding opportunity!


Role Description:
Bridge Facilitators are primarily focused on facilitating Technical Restoration Bridges based on escalations from Business Customers, Relationship Managers, Help Desk Analysts, or Production Support technicians, dependent on the type of technology failure. The coordination efforts may require a combination of support from associated Technology vendors, and direct or vendor-managed Business partners for supported business critical portfolios and business units. Bridge Facilitators leverage a variety of industry and proprietary tools for performing escalation paging, coordinating leadership escalation, documenting bridge activities, and publishing post-incident Service Disruption Update reports.
Responsibilities:
  • Coordination of Situation Management Bridges for associated Technology vendors, and direct or vendor-managed Business partners.
  • Adherence to published Escalation, Bridge Management Guidelines (BMG's), and Remediation processes.
  • Creation and maintenance updates for Bridge Management Guidelines (BMG's) for all supported infrastructure to best coordinate and expedite timely remediation efforts. Ensure technical support team circumvention strategy documentation remains fully current
  • Support the accurate and consistent maintenance of technical and leadership escalation routines through quarterly audits and continuous validation during remediation efforts
  • Coordination of paging and escalation routines for Technical Restoration Bridges
  • Senior Leader notification during major disruptions to provide pager or call updates on identified Disruption activities
  • Publication of Service Disruption Notification Document summary of outages provided to Client and Client's leaders for incident timings, known business impacts, high level overview of key events, and engaged owners for initial problem analysis
  • Global Technical Restoration process alignments - Review/Revise variances in escalation routines from a global view (US/EMEA/JAPA). Work towards aligned problem severity definitions, escalation hierarchy routines and disruption reporting processes
Preferred Skills:
  • Strong Problem Management foundation
  • Diverse technical capabilities across Mainframe, Distributed, Interactive, Network for infrastructure and application components
  • Strong verbal and written communication skills
  • Strong facilitation skills across support teams
  • Experience with and knowledge of the AXP environment and applications
  • Expected to have 1-2 more years of experience over that of a Junior Bridge Facilitator
  • Ability to work and coordinate priorities well under pressure
  • Ability to lead technical resources under root cause resolution
  • Ability to think creatively

    If hired, you will enjoy the following Eclaro Benefits:
    • 401k Retirement Savings Plan administered by Merrill Lynch
    • Commuter Check Pretax Commuter Benefits
    • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro

    Interested in applying? Contact Harlyn Rodrigazo at Harlyn.Rodrigazo@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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