Qualifications- 5+ years of Incident Management, Problem Management, or Crisis Management experience required
- Exposure to technology projects and project management
- Advanced Skills in MS Office applications including Excel, Work, and Outlook
- ServiceNow and SharePoint experience is a plus
- Ability to work independently and aggressively track incidents
- Excellent documentation skills and attention to detail
- Ability to communicate well with customers and co-workers
- Ability to work in a team environment
- Strong problem-solving skills
- Strong communication skills (written, verbal, and presentation)
Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $76,000.00 CAD to $120,000.00 CAD annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.
The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees: - Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
- Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program
This position will be focused on providing operational oversight on Managed Services clients and assisting on all aspects of multiple high-priority projects and incidents, which often requires considerable resources and high levels of functional integration. This position will include an on-call rotation schedule with team members to provide 24X7 support for Managed Services Critical issues.
Responsibilities- Integrate with Managed Services teams to include Managed Services Customers
- Escalation point 24x7x365 for all Managed Services operational issues
- Provide operational oversight to multiple Managed Services Clients
- Attending all internal and external meetings related to assigned customers
- Experience in ITIL Service Management practices, including Incident, Change, Request and Problem Management
- Daily review of all incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned clients
- Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients
- Prepare and conduct weekly operations meetings for all assigned Managed Service Clients
- Assist in preparing Operational reporting for the Monthly and Quarterly meetings
- Manage Infrastructure Services Escalation bridges
- Create and present Root Cause Analysis for all Critical Incidents
- Work closely and support Process and Compliance leadership
- Create and update documentation including Standard Operating Processes and Procedures
- Perform training of Command Center processes to new employees across Professional Services
- Build, develop and maintain OEM and Vendor relationships as needed
