- Role Summary/Purpose: The Digital Operation Center (DOC) Engineer will lead technical issues using FIVE pillars: Incident Management, Problem Management, Knowledge Management, Change Management, and Proactive Monitoring. In this role, the successful candidate must be able to work in a high pressure, heavily matrixed organization of a system, infrastructure, and operations support staff to deliver highly available systems and services globally to Client Businesses
- Well versed in Problem Management process, tools, incident trends analysis towards operational excellence.
- End to end service/application monitoring; assess alerts and take appropriate action to assure signals are addressed, including ticket creation, assignment to support team and lead incident resolution.
- Proactively lead and drive outages for a quick service restoration; provide support and leadership for all events, especially high priority incidents.
- Maintain control, ownership, and operational authority of an outage triage during high-pressure situations.
- Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration.
- Provide timely and concise updates to incident records and incident.
- Ensure timely engagement of essential technical support teams/personnel.
- Provide updates and escalate to various levels of management according to process.
- Compose outage notifications and ensure content is complete, clear, concise, and relevant to the audience.
- Maintain operational process consistency across IT technologies.
- Good to have Networking (WAN/LAN) experience or understanding.
- Good to have Compute experience or understanding.
- Good to have experience or understanding in automation tools.
- Working knowledge of ITIL or structured incident management and infrastructure support processes
- Strong oral and written communication skills; comfortable with communicating and presenting at all levels, including senior leadership.
- Understanding of IT Infrastructure; experience as an infrastructure support technical resource
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DOC Engineer - Alpharetta, United States - Vantage Point Consulting
3 weeks ago
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Description
Job Title: DOC Engineer
Location: Alpharetta, GA (Hybrid)
Job Duration: 6 or 12 months
Job Description:
Essential Responsibilities:
Qualifications/Requirements:
Desired Characteristics: