Incident Manager/ Problem Management

AYR Global IT Solutions Inc; Hamilton (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

A national staffing firm is looking for an experienced Incident Manager to lead project teams and resolve operational issues. In this pivotal role, you will interface with customers, manage technical projects, and ensure the delivery of high-quality solutions. The ideal candidate should have over 5 years of experience in incident management, a bachelor's degree, and relevant certifications. This position is based in Hamilton, OH, and may involve flexible work hours.

Qualifications

• 5+ years of experience in Incident Management or equivalent.
• In-depth experience with managed services solutions and vendor equipment.
• Ability to work independently and lead project teams.

Responsibilities

• Lead project teams and troubleshoot operations issues.
• Serve as intermediary between design and service assurance teams.
• Implement customer solutions and manage technical projects.

Skills

Technical leadership

Project management

Troubleshooting

Customer interface

Education

Bachelor’s Degree or Equivalent

CCNP, CCDP, JNCIP (preferred)

Job description

AYR Global IT Solutions is a national staffing firm focused on cloud, cyber security, web application services, ERP, and BI implementations by providing proven and experienced consultants to our clients. Our competitive, transparent pricing model and industry experience make us a top choice of Global System Integrators and enterprise customers with federal and commercial projects supported nationwide.

Job Description

Incident Manager/ Problem Management (5+ Yr Exp)

Location: Hamilton, OH

Qualifications

THE JOB

Responsible for leading project teams and large individual projects, troubleshooting operations issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services, and the review, validation and implementation of customer-requested configurations and design changes. Acts in compliance with industry and Company technical requirements, standards, policies, and procedure. Provides technical leadership to junior Engineers and project teams. Has in-depth experience, knowledge and skills in multiple managed services solutions and vendor equipment. Acts as a key contributor in a complex and crucial environment.

THE WORK YOU’LL DO

• Serves as an intermediary between the Design/Product Teams and the Service Assurance Engineering Team to validate and approve designs
• Works with implementation teams to onboard new customer solutions
• Demonstrates advanced knowledge and in-depth understanding of product life cycle. High aptitude for product design and network architecture
• Interfaces with customers to implement issue resolution and routine maintenance updates and configuration optimization
• Interfaces with equipment vendors to resolve and document equipment fixes, firmware upgrades, etc.
• Interfaces with off-net providers to resolve transport, outage and CPE-caused issues
• Serves as special point of contact/SME for Enterprise Tech Support during new product enhancements and tools enhancements. Able to identify root cause trends and further analyze deep tech data and drive to resolution
• Identifies knowledge, training and documentation gaps for lower tiers of support and works with training, technical writers and implementation teams to close gaps
• Manages large technical projects to completion. Serves as team lead on multiple projects, often spanning different engineering disciplines within the organization. Refines group process, delegates tasks, represents team on project calls
• Works service impacting escalations from Engineers 1, 2, 3 and other internal departments
• Makes configurations changes as necessary /applicable
• Creates, reviews and maintains documentation for individual customer solutions. Able to communicate at all levels of the organization clearly and effectively
• Develops and delivers technical training
• Able to function independently. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

KNOWLEDGE AND ABILITIES

• Highest level escalation point for Managed Services customer issues.
• Serves as Subject Matter Expert for all products and customer implementations.
• Proactively reviews customer solutions to identify and resolve potential issues.
• Proactively makes design improvement recommendations. Provides a great customer experience.

EDUCATION AND TRAINING

Qualifications: Bachelor’s Degree or Equivalent

Certifications: CCNP, CCDP, JNCIP (preferred)

Additional Information

If anyone might be interest, please share your resume at smalik(at)ayrglobal(dot)com or you can directly contact me at 630-444-7490