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Tasks
The Role
Operative responsibility in incident, problem, and configuration management in support of our client’s Production environment.
To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating processes necessary to maintain Chattanooga Help Desk Operations. They will be the first line of service delivery to handle critical and day-to-day request from users from Help Desk, Tech Hub or Dispatch areas. They will be working with application teams, server teams, and business units to provide coordination services under the direction of the local ITP. They will be responsible for maintaining the client’s Chattanooga help desk 24X7 and working with other Help Desk and partners to ensure speedy resolution of request. This individual specializes in delivering first level support solutions for the production connected systems. This individual is responsible for documenting the processes necessary to maintain such an environment and understanding the technology solutions that are used to support business processes. This individual works directly with other support teams and business process owners (and technology users) to identify and improve support delivery to the end users. This individual will be involved in supporting all defined facility processes and works to improve service delivery. This individual is responsible for review, logging, and maintenance of monitoring solutions designed to provide alerts in case of priority instances and reviewing preemptive warnings to avoid critical issues. This individual will identify and report on key performance indicators to assure availability of the production systems. This individual will be responsible for ticket auditing and reporting. This position owns operative responsibility for manning, maintaining, and delivering phone support, in conjunction with the production control room, for all production equipment and, where necessary coordinating with internal resources and 3rd parties suppliers on the client’s behalf to reach a resolution under tight timelines.
Responsibilities
- Operative responsibility in problem management (incident management, problem management) for all items impacting plant operations.
- Create Application and Hardware (System) Lifecycle Plans
- Work with the ITP management to ensure that a multiyear lifecycle plan is created to support from 1st to 3rd level support including milestones for all known firmware/software versions or functional upgrades and sunset and successor systems.
- Assess and Manage System Requirements and Production program fulfillment
- Work with the ITP department to determine, the current level of performance expected and risk with current process and systems.
- Create with the business area requirements plans for continuous improvement of the process and systems throughout the plant.
- Identify Automated Solutions which support business process maturity or improvement
Work Schedule:
- This position requires onsite availability in Chattanooga, TN
- Nights and Weekends Required
- Work Hour flexibility required based on Production Schedule
- Additional Job Duty Overtime will be required to support with system updates and additional requirements
Qualifications
Education:
- ITIL (Problem, Incident, Change Management) Knowledge.
- Bachelor in Computer Science/Info Technology Mgmt (preferred)
Experience:
- Good phone skills (patient, clear communicator)
- TCP/IP Services
- Microsoft Office
- Microsoft Windows
- Basic application configuration
- Strong analytical skills.
- Strong written and verbal communication skills.
- Work under pressure
- Ability to work on multiple activities concurrently.
- Strong systemic thinking and problem solving skills.
- Experience in business process definition and validation.
- Strong troubleshooting skills
- Good documentation skills
- Ability to take a “client” focus when engaging with internal departments / customers.
- Strong technical skills.
- Works well as part of a team.
Desired Skills:
Knowledge in equipment and technology from:
- Microsoft Windows Server, VMWare, Sun Technology, Citrix, ITIL Processes (Incident, Change, & Problem Management), Enterprise Monitoring Systems
Physical requirements:
- This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets.
- Must be able to lift 15 pounds at times.
- While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
- Must be able to effectively work and complete tasks in an open office/noisy environment.
- Must be able to sit for prolonged periods of time while traveling in a car or airplane.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with MHP Americas, Inc. (i.e., H1-B visa, F-1 visa (OPT), or any other non-immigrant status).