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Title : Problem Manager / SLA Specialist
Number of Positions : 01
Location : Dallas TX
Duration : 6 - 24+ Months (Contract to hire)
US Citizenship Requirement : US Citizens or Permanent Residents (Green Card)
The position is in a Web hosting co-location in a production operations environment operating on 7X24X365 schedule. The position integrates with network operations at 3 different data centers with 5 different landscapes throughout the U.S. The Problem Manager will ensure operational effectiveness and efficiency of the problem management process.
Duties & Responsibilities:
Typical duties include the following:
? Reviews solution options and/or temporary solution
? Approves analysis results
? Reviews problem validation
? Approves results of corrective actions based upon predefined verification criteria
? Reviews solution propagation activities
? Approves the results of root cause analysis (RCA). This includes the documented root cause or the decision that such could not be found) and the documented workaround
? Approves transfer to production
? Makes problem handler assignments to work groups and individuals to ensure workload balancing to meet service level commitments
? Communicates progress of problems to relevant parties
? Consults for incident solution identification
? Consults for regular review of service level agreement (SLA) performance data
? Consults for the definition and assessment of service levels
? Examines work queues for problems in jeopardy of missing service agreements
? Keeps informed about new SLAs
? Keeps informed about the new SLA framework
? Stays informed of activities to restore to normal operations
? Stays informed of IT asset discrepancies and if further investigation is required
? Stays informed of results of SLA review meeting
? Reviews all "on-hold" problems and known errors
? Reviews progress and results with client and (senior) management
? Sets scope for (trend) analysis
? Supports in determination of problem priority and service levels
? Supports proper assignment of problem
? Supports regular SLA performance data gathering
? Supports the determination of remedial action
? Supports the implementation of corrective actions
? Applies Information Technology Infrastructure Library (ITIL) framework knowledge
? Conducts and facilitates RCA of a problem
? Coordinates and facilitates problem resolution by engaging a variety of support teams
? Escalates issues for resolution, to avoid reoccurrence or close problem.
? Assists with the identification of the resources to which the problem should be escalated. Conveys appropriate urgency and importance to identified personnel.
? 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.
? Facilitates high-impact customer business calls to disseminate technical information Monday through Friday, 8 am to 5 pm.
Experience and Skills Required:
? Minimum of five years of problem management experience in an enterprise environment.
? Bachelor's Degree in Computers highly desirable.
? Understanding of and experience with service level agreements
? Understanding of IP network infrastructures
? Working knowledge of UNIX environments
? The Problem Manager must have enterprise IT experience and a good working knowledge of the Microsoft Office suite.
? Experience with performing and coordinating RCA and trend analysis
? Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required.
? Working experience or general knowledge of the ITIL framework, BEA WebLogic and IBM WebSphere is highly desirable.
? Problem-solving skills with an emphasis on resolution of complex technical problems
? Demonstrated ability to quickly understand complex systems
? Ability to work on many tasks simultaneously in a high-pressure environment
? Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills
? Ability to interact with individuals on all organizational levels
? Strong organization skills
Interested candidates may send their updated resumes in MS Word format directly to
or
Call Dipak @ 774.760.1936 for further information.
While applying for this Job please mention the Position Title in the subject line.
Cheers and Good Luck
Dipak
GOVERNMENT WORKS INC
Tel : 774.760.1936
Email :
Apply directly at: http://www.net-temps.com/job/z87b/0808KDRK2801/problem_manager_sla_specialist.html?r=gad
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