Major Incident Co-ordinator

Role Overiew: Goal is to ensure application of standardized methods and procedures and prompt handling of major incidents in order to minimize the impact on service delivery. High visibility role requires high level of customer service. Technical Support Team Lead will be on a shift and responsible for providing Major Incident Coordination, SLA Oversight, and some level of Change Coordination in a client application and infrastructure support environment (large data center experience 1000+servers or multiple clients averaging up to 1000 servers a big plus). The Technical Support Team Lead acts as the On Duty Operations Manager driving ITIL version 3 processes to meet client defined Service Level Agreements. The position will provide exposure to a broad spectrum of technologies. Preferred Qualifications: Exceptional communication skills - both written and verbal. Excellent active listening skills. Ability to clearly articulate messages to a variety of audiences. Flexible and adaptable; able to work in ambiguous situations. Organized with a natural inclination for planning strategy and tactics. Problem solving and root cause identification skills. Able to work effectively at all levels in an organization. Must be a team player and able to work collaboratively with and through others. Familiarity with project management approaches, tools and phases of the project lifecycle Must be able to handle multiple tasks Must understand Queue Management Must have excellent verbal and written skills Must have excellent meeting facilitation skills Must have the ability to write and update procedural documents Must have the ability to generate and maintain various types of statistical and non-statistical reports Excellent time-management skills Follow process and procedures as documented and communicated Work with other teams within IT to coordinate troubleshooting activity Work with other teams within IT to help streamline technical resolutions Ensure that ITIL based policies and procedures are followed Must have strong knowledge of trouble ticketing systems HP Service Center/Remedy/Service-Now Must have strong knowledge of Change Management policies Must have strong knowledge of Incident Management policies Must be able to handle multiple tasks and demonstrate leadership Must be familiar with network (WAN circuits, switches, routers) Must be familiar with mainframe , AS/400 systems, batch processing and scheduling Must be familiar with Windows 2000 Advanced Server Must be familiar with UNIX (Solaris, AIX, HP) Must be familiar with storage systems (EMC, HP, IBM) Must be familiar with HP/Compaq, and Sun servers Must be familiar with HP Openview, Tivoli Enterprise, EMC SMARTS Must be familiar with backup systems (Legato, Netbackup, ArcServe) Candidates must be familiar with reviewing technical plans and have strong interpersonal skills ITIL Foundations certified a must.