Production Support / Major Incident Management

Description

Location: Onsite 3 days a wk; Hybrid - Office location is Chandler AZ

Required Pay Rate: $38.00hr W2

• Due to client requirements this role is only open to USC or GC candidates*

Summary

Entry level Cloud Support SME

The individual in this role will provide front-line support to end users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus of triage leadership on all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the customer/client/associate experience and owns restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root cause and problem resolution follow-up.

Responsibilities

• Lead production support triage efforts for all impacting incidents; manage bridge line troubleshooting and appropriate team engagement; engage in technical research and troubleshooting; and escalate to next level of leadership as needed.
• Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate information from junior team members; approve and communicate all impacts to appropriate leadership, communications channels and so on.
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent and ensure any necessary reconvenes are scheduled.
• Communicate clearly with all levels of management, line of business contacts, vendors and so on.
• Responsible for ensuring all impacts are recorded and are documented accurately in the system of record and may provide oversight of impact records for multiple junior team members.
• Participate in and drive the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage.
• Responsible for the data quality and completion of incident tickets and is responsible for daily, weekly and end of month reporting of data quality.
• Assess and prioritize research requests, ad hoc reports and offline incidents at the direction of the Technology Services Specialist and delegate work as needed to junior team members and peers.
• Support 24 x 7 On Call responsibilities for any business impacting incident.
• Understand application functionalities and application flows to backend systems.
• Manage and coordinate all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change reporting.
• Serve as a subject matter expert (SME) for an application(s) within your portfolio, have extensive knowledge of application functionalities and application flows to backend systems.
• Identify possible production failure scenarios, vulnerabilities and opportunities for improvement and take ownership of restoral or escalation to appropriate development teams.
• Promote and enforce production governance during triage/testing and fix efforts; exercise judgment to determine appropriate actions.

Must Haves:

• 2+ years ServiceNow implementation experience
• Familiarity with APIs, SaaS, Integrations, Asset and Configuration Item attributes
• Deep understanding of Asset Discovery data sets, tools/methods, processes, workflows, normalization, and conflict resolution
• Competency in the Microsoft Suite including Word, Excel, PowerPoint, Visio and Outlook
• Demonstrated ability to interpret business and technical needs and translate them into actionable user stories for software engineering teams
• Ability to operate as part of cross-functional work streams to execute projects with quality and on-time
• Good communication, presentation, and analytical skills with the ability to articulate to key partners

About Matlen Silver

Experience Matters. Let your experience be driven by our experience. For more than 40years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.If you are a person with a disability needing assistance with the application orat any point in the hiring process, please contact us at email and/or phone at [email protected] // 908-393-8600