IT Help Wanted: [itroundtable] LEAD: Immediate Response Analyst, Jersey City from Mike Petronaci @ JHEART

Friday, January 13, 2012

[itroundtable] LEAD: Immediate Response Analyst, Jersey City from Mike Petronaci @ JHEART

Please reply to Mike directly [michael@jheartusa.com] and tell him that I sent you.

Ann Bergquist

http://www.linkedin.com/in/annbergquist

Location, Jersey City

salary 80-95k

Immediate Response Analyst

Responsibilities:

General Tasks

·       Ongoing Ticket maintenance to ensure detailed information is recorded.

·       Participate in Continual Service Improvement through recommendations about current processes and practices.

·       Participate in Change Management meetings to provide feedback regarding Change related incidents.

·       Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items.

Incident Management

·       Coordinates and facilitates Incident resolution for application and system outages by engaging a variety of IT support teams while working closely with the Service Desk, Level 2 Support and Data Center Operations.

·       Adheres to escalation procedures defined by management to facilitate incident resolution in order to minimize duration of outages.

·       Assists with the identification of the resources to which the problem should be escalated. Conveys appropriate urgency and importance to identified personnel.

Problem Management

·       Facilitates and approves the results of Root Cause Analysis (RCA) done by Cross Functional Team. Includes the documented root cause or the decision that such a cause could not be found in addition to the documented preventative measures and workarounds.

·       Lead and participate in post mortem efforts for appropriate outages

Qualifications:

·       Off –Hours support and Weekend on-call for System Outage/Incident Management is a job requirement.

·       Required to have excellent problem solving skills and ability to work in deadline driven and high pressure situations.

·       Strong interpersonal/influencing skills, including strong verbal, written communication skills, strong attention to detail, and excellent listening skills are required.

·       Minimum of 1-to-2 years of problem management experience in an enterprise environment preferred.

·       Understanding of Mainframe and Distributed Architecture from a Problem Solving standpoint

·       Understanding of and experience with Service Level agreements

·       Understanding of Network technologies (TCP/IP, DNS, DHCP, routing, etc.)

·       Experience with participating in Root Cause Analyses and Problem Trend Analyses

·       Working knowledge of Microsoft Excel, HTML, Microsoft FrontPage and SQL Databases is a plus

·       2-to-3 years experience desired in Internet technology. Must have proven expertise in problem resolution techniques in a Windows, Unix/Linux and Mainframe operating environment.

·       Experience in one or more of the following: JCL, mainframe technology (TSO & CICS, DB2. zOS, or zVM), MS Exchange, Windows Server Technologies, Solaris, zLinux or Websphere on Windows/Mainframe are a plus

·       Working knowledge of CA ServiceDesk R12 or comparable ticket management system is a plus.

·       Working knowledge or experience with CMDB products or implementation of CMDB products is a plus.

·       Working experience or general knowledge of the ITIL framework and/or Lean Sigma is a plus.

Michael Petronaci
Executive Recruiter
JHEART LLC
973-586-3637
973-586-4853 Fax
michael@jheartusa.com