• Incident Coordiantor

    Posted Date 2 weeks ago(8/2/2018 2:08 PM)
    Posting Location
    Mississauga, CA
    Req #
    R0013322
    Category
    Information Technology
  • Overview

    POSITION DESCRIPTION:   Incident/Change Coordinator

     

    General Function:

     

    The Incident & Change Coordinator is responsible for initial production support, reporting, and providing support to CompuCom’s client. The coordinator will be required to proactively coordinate or respond to incidents/changes and issues reported by Data Center by performing initial technical analysis. The position will apply analytical, technical, and system administration knowledge to analyze and properly assign production support issues.

    Responsibilities

     

     

    Responsibility

     

    • Demonstrates excellent oral and written communication with the ability to clearly and effectively communicate at all organizational levels.
    • Use technical knowledge to evaluate problem tickets and coordinate within service level agreement timeframes, and as needed escalate to appropriate support personnel.
    • Work with internal and external customers to gather more information about problems and coordinate with assigned resources.
    • Facilitates resource engagements and applicable escalations to management either internally or externally
    • Demonstrates a working knowledge of various Client technologies.
    • Expected to quickly become familiar with existing infrastructure and be able to rapidly respond to service impacting outages.
    • Proactively identify top ticket generators for inclusion in the internal knowledge base.
    • Provide feedback and suggestions about process modifications and areas for improvement.
    • Manage change control process for deployment to production environments.
    • Prioritize problem and enhancement request queue to satisfy end user requirements within service level agreements.
    • Assist with the transitioning of new IT processes and systems from development to a production environment.
    • Develop and/or maintain necessary incident management and communication reports

     

     

    Qualification and Skills

    • Four years work experience in a technical position
    • Bachelor degree in Computer Science or Business preferred
    • Certification in technical training
    • Strong Knowledge of systems management processes and procedures on Microsoft Windows desktop and Server Platforms
    • Strong verbal and written communication skills
    • Strong interpersonal skills
    • Strong organizational abilities
    • Strong problem solving skills and ability to perform during stressful situations
    • Knowledge of ITIL Best practices and working knowledge on Incident Management tools eg., Service Now, Remedy etc.
    • Ability to work independently and creatively coordinate internally or externally on technical issues
    • Ability and flexibility to support multiple shifts as well as respond to on-call requirements during non-business hours

     

    Other

    High integrity

    Able to work “on-call” and perform occasional after hours changes during maintenance windows, if needed.

     

    Apply/Socialize

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed