501 South College Street Charlotte, NC 28202
Workers at this level manage work with minimal supervision. They are fully competent in use of concepts and procedures.
They respond to Service Disruption Events (SDE) within the appropriate Service Level Agreement (SLA). SDEs are incidents that have a significant impact to the business or to a large number of IT clients affected.
In addition this position will lead the SDE bridge, identify the problem issue and manage the overall progress of the SDE.
They determine the appropriate IT support groups, engage additional resources as needed and support the named SDE Restoration Manager.
Additionally they escalate the SDE as needed and ensure the content, the audience, and timing of communications are appropriate.
Communicates appropriate information including downtimes, change management, and status, issues, defects, etc. to users, IT management and any other necessary audience.
Ensure all communication channels are in sync and utilized as appropriate, and back up process are understood and utilized when primary communication channels are not functioning.
Ensure SDE documentation is completed accurately and by the required timelines.
Ensure SDE Processes are understood and utilized as required.
Support the Problem Management process by creating the problem investigation ticket, assigning ticket to appropriate individual/team, and completing event summary documentation per required timeframe.
Support rotational 24x7 Event Management on-call responsibilities.
They work with others to develop solutions and recommend actions to resolve incident. Monitors production operation of and availability of assigned applications.
Assists users and answers users questions.
Tracks issue troubleshoots steps. Is able to work effectively with less defined direction requiring greater judgment.
Is able to present information on technically complex subjects in an understandable manner in both oral and written form.
Recognizes appropriate times to provide this communication.
Works with vendors to support the SDE. Involves working with operations/DBAs and application teams.
Utilizes appropriate Human Performance tools effectively in the course of activities.
Works with Senior level and above to provide recommendations and assist in decision making on SDEs.
Bachelor degree in Computer Science or a related discipline. In lieu of a degree, 8 years of related business experience.
Work experience in addition to a degree: 3-5 years as an IT Support Analyst or equivalent.
Job-specific knowledge, skills or abilities:
Trouble-shooting, Problem-solving, Business Impact analysis, Vendor management, root cause analysis.
Demonstrated ability to work with others having differing priorities/views/goals than your own; to meet your goals. Effective communication skills.