Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!
Description: Support the company's vision for professional, decisive, and prompt Situation Management. This position will be an escalation/coordination point for all mission-critical and/or SLA affecting severity 1 incidents affecting the ACS Commercial Solutions Enterprise. This is a highly visible position to senior executive management.
Monitor restoration progress of all severity 1 incidents across the enterprise; engage in and take ownership of restoration for any major client impacting service interruption in a 7/24/365 Enterprise Data Center environment. Engage any internal or external resources needed to quickly restore service and follow-up with Operations and Engineering support teams to ensure root cause analysis completion. Regularly interact with senior management, clients and others to improve ACS processes, procedures, and methods. Attend all applicable daily review meetings to stay abreast of incidents/issues across the enterprise. Adhere to departmental policies/procedures. Generate requested or required reports for customers and senior management. Safety standards/procedures are to be enforced at all times.
Education and Typical Years of Experience: Bachelors degree/technical certification in Computer Science or related field
7+ years of progressive Data Center operation systems and services experience working in a 24x7x365 multi-shift environment, includes 2+ years of Data Center management/supervisory experience
Specific Requirements: Possess and demonstrate strong leadership qualities.
Demonstrate concise problem determination skills.
Possess a true “Sense of Urgency” to facilitate the quick resolution of problems.
Possess excellent “Critical Thinking” skills.
Demonstrate effective Problem Resolution skills using “Deductive Reasoning”.
Ability to effectively manage service restoration and support personnel.
Must be flexible enough to adapt, improvise, and overcome any issues preventing complete resolution.
Ability to “drive” the processes and support team personnel to achieve problem resolution quickly.
Chair meetings with support team personnel to track Root Cause Analysis completion.
Work with support team personnel to identify areas of possible improvement to provide better service and enhance problem resolution.
Broad, in-depth knowledge and experience of mainframe, distributed systems and network technologies.
Effective verbal and written communications with both technical and non-technical personnel is required.
Availability on a 24 x 7 basis via pager/cell phone.
Ability to work in 12 hour shifts on a rotating basis, 6 a.m. - 6 p.m. or 6 p.m. - 6 a.m. (including weekends).
Work area environmental conditions may include a raised floor Data Center along with standard cubicle or office setup.
May be requested to occasionally travel within the United States and possibly internationally.
Desktop application (Windows/Office) proficiency.
Experience: above
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