Incident Management Analyst
Buffalo , New York
November 24, 2017
Job Description:
* Each day the incident management team is responsible from coming in and viewing outages from the day before. They are staffed 24/7, 365 and the team takes over any outages still open from the previous shift.
* The team is responsible for driving resolution, documentation and calling engineers to make sure they fix the issues.
This team tracks everything in user impacting outages. When the incident is over, the team is responsible for completing and closing the issues, ensuring notes are correct and documenting the time, impact, who was impacted. It involves a lot of administration tasks

They use Service Now for ticketing and follow ITIL for best practices. ITIL cert is a plus (will likely have an understanding of incident management)


The ideal candidate will have application and network troubleshooting skills, IT service management skills, excellent written and verbal communication capabilities and the ability to multitask in order to facilitate the resolution of multiple incidents at any given time with the vision to automate in order to better scale and streamline process.
Ability to break down complex incidents into smaller actionable components and develop a road map to incident equivalent
Strong verbal and written communication skills
Communicate and translate business impacting issues to executive leadership

This team is very collaborative and they are looking for people with technical knowledge to add to the team.

Strong organizational skills with the ability to multitask in order to handle multiple tasks in a real-time environment
Understanding the network environment
Effective typing skills for documenting and communicating incidents in real-time
Ability to quickly learn and apply new technologies within
Requires successful completion of level 2 security clearance
Bachelor's degree or equivalent knowledge in role

Preferred Qualifications
3-5 years experience working in a Technical Call Center, NOC, or equivalent environment
3-5 years experience working in an organization that has implemented ITIL standards
Knowledge of ITIL Service Lifecycle phases, framework, and best practices
Knowledge of LAMP, DNS, NFS, TCP/IP, BGP, and other Internet protocols
Knowledge of basic Unix diagnostic tools and commands
Knowledge of Data Center Facilities and IT Services equipment
Certifications, e.g., ITIL, CCNA, Comp Tia, Linux, Redhat or equivalents are a plus

About TEKsystems:

Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email for other accommodation options.

A little about us:
TEKsystems provides corporations with IT staffing, talent management expertise and IT services, enabling them to meet their business objective.

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