Lead TCC Incident Coordinator

Education and Experience Requirements

Bachelor's Degree or equivalent combination of education and experience to successfully perform the essential functions of the job. Degree in Computer Science, Management Information Systems, or technology related field highly preferred. 7 years relevant IT experience required., preferably in a support capacity in a user-oriented environment. Certifications such as A+, ITIL Foundation, MCSD, MCSE, MCP, CCNA or RHCE preferred.

Position Purpose:

Primary responsibility is working with a team to provide daily monitoring and initial troubleshooting related to critical enterprise applications and infrastructure. Support customers with technical problems they may encounter in the operation of software, hardware, and operating systems. Other responsibilities include providing onsite support to remote Network and Server Support personnel, installing hardware/software, authoring and maintaining system documentation, troubleshooting and providing general desktop support, interacting with users and vendors while ensuring that requests are completed with a high degree of professionalism. Communicates and coordinates effectively on complex technical issues to ensure quick response, escalation, and closure with enterprise development and support teams.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Functions as local subject matter experts (SMEs) within the Technology Command Center (TCC) for specific areas of responsibility.
2. Performs scheduled and ad-hoc enterprise application/infrastructure monitoring and maintains associated documentation.
3. Identifies issues, early warning signs, and performance degradation in the enterprise environment and creates and escalates help desk tickets as required.
4. Performs system monitoring using a variety of software tools to identify failures, early warning signs, and performance issues related to the Gulfstream Enterprise IT Environment.
5. Independently diagnose incidents and perform limited root cause analysis for incidents escalated from Level 1.
6. Diagnose and resolve incidents, and perform authorized change tasks (routine system maintenance), according to documented processes and procedures.
7. Performs and documents system and process audits to ensure compliance to standards.
8. Ensures completeness and integrity of information collected to conduct daily operations.
9. Ready to work all Shifts (24x7x365 model) .
10. Participates in full lifecycle of Problem Management including: Proactive Identification of Problems, Root Cause Investigation, Problem Resolution, Identification and Tracking of Incidents, Incident Classification, Incident Escalation, Incident Resolution.

Additional Functions:

1. Proactively identifies opportunities to improve existing methodologies, processes or other areas of service delivery performance. .
2. May perform system administrator work for routine maintenance and issue resolution. .
3. Builds, fosters and promotes positive relationships among the applications team, infrastructure team, and key stakeholders. .

Perform other duties as assigned.

Other Requirements:

1. Basic working knowledge of client/server applications, servers, and networks required.
2. Experience supporting MS Office preferred.
3. A strong understanding of a wide variety of personal computing equipment and software.
4. Ability to follow manuals and read complex instructions.
5. Ability to operate a variety of standard office equipment including personal computers, printers, and copier.
6. Ability to prioritize and multi-task.

A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer.