Job Description

Description: LOCAL CANDIDATES ONLY ** AWS: Wednesday-Saturday 10am-8:30pm ***Must use home internet, Personal computer, and phone until company provides equipment (2 weeks) TOP THINGS: We are really looking for a facilitator for Incidents and someone that has more general computer knowledge and soft skills. below are the top 5 skills that HM would like to see in the coming resumes.

1. Strong Email writing & verbal communication
2. Excellent phone skills (Managing Conference calls/Bridges)
3. Windows 10, Microsoft Office Suite, & web browser experience
4. Experience with web based monitoring tools (Application and network)
5. Ticket management Incident command, Escalations & tracking This is the Incident/Event Management role which applies repair or restoration procedures to network systems and applications that receive an event notification. Apply Run-book procedures or work instruction steps required for scheduling, monitoring & technical support functions on the network and application interfaces. Process routine change requests and work orders. Perform data analysis/trending on the network and applications as per predefined documented procedures. Monitor Change Management activities for notification of alarm suppression and post maintenance validations to take place. May act in a lead capacity to open and manage technical conference bridges, updating incident and/or problem management tickets as needed. Develop and distribute ongoing notifications for outages in progress as directed by Service Manager or Supervisor. Incident Management - Manage timely ticket updates. Use run-book steps for first level break/fix restoration needs. Complete repetitive, basic maintenance activities as requested. Event Management - Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor. Initiate conference bridges for outages as part of the outage management process. BA/BS in Information Technology or related field or equivalent work experience. Desired: Intermediate knowledge of network protocols, software applications, and operating support systems. Desired: Current Networking Certification; ITIL Certification. Minimum of 2 years experience in telecommunication, internet, or network operation center environments. Desired: Previous experience working in ticket management systems/ applications (I.E SMC Remedy), monitoring network devices and software operating systems. Desired: Ability to choose from different analytical methods, approaches, and tactics to meet analysis requirements in an efficient manner; Interacts with users, IT professionals and team members typically reporting and discussing progress of projects/incidents; Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines or under direction of leadership; Escalates to more experienced resources on unusual or more difficult incidents; Has proficient knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP); Qualitative and quantitative analytic & problem solving skills; Ability to learn new concepts quickly; Organizational skills; Advanced verbal and written communication skills; Proficient in Microsoft Excel and Word; Is able to work independently or as part of a team; Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP); Adheres to Work Instructions and/or processes as defined in Run Books and Playbooks; Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines. Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment. May require some local traveling for training, meeting, etc. Able to support shift schedules as required to meet business needs Client is an AA/EEO employer that actively pursues and hires a diverse workforce.

Company Description

Intelliswift Software, Inc. is a premier business and technology solutions company headquartered in the Silicon Valley, with offices across the United States, India and Singapore. The company has a proven track record of delivering results through its global delivery centers and flexible engagement models for over 450 brands ranging from Fortune 100 to growing companies. Intelliswift provides a variety of services including Enterprise Applications, Mobility, Big Data/BI, Staffing Services, and Cloud Solutions. Growing at an outstanding rate, Intelliswift has been recognized as the second largest private IT Company in the East Bay.