Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
May perform one or more of the following:
Support the company's vision for professional, decisive, and prompt Critical Incident Management. This position will be an escalation/coordination point for all mission-critical and/or SLA affecting severity 1 incidents affecting ACS and its Clients. This is a highly visible position to senior executive management.
Monitor restoration progress of all severity 1 incidents across the enterprise; engage in, take ownership of, and drive restoration for any critical business 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 support team personnel 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.
Education and Typical Years of Experience:
Bachelor’s degree/technical certification in Computer Science or related field
10+ years of progressive experience working in a 24x7x365 multi-shift Data Center operations environment, includes 5+ 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 quick resolution of problems.
Possess excellent “Critical Thinking” skills.
Demonstrate effective Problem Resolution skills using “Deductive Reasoning”.
Ability to effectively manage service restoration and “drive” support team personnel.
Ability to adapt, improvise, and overcome any issues preventing complete resolution.
Possess a broad, in-depth knowledge and experience of mainframe, distributed systems and networking technologies.
Ability to work with support team personnel to identify areas of improvement to enhance service and problem resolution
Ability to effectively communicate with both technical and non-technical personnel
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).
Availability via cell phone on a 24 x 7 basis
Ability to travel in the domestic U.S. and internationally
Possess Desktop application (Windows/Office) proficiency
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.
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