iNerc

applicants

Required Skills

• Must be US Citizen
• Must be able to pass extensive Background investigation including Criminal and Financial
• Education: BA/BS Degree Required or, substitution with 10 to 15 years of Operational and Escalation Management experience
• 5+ years experience in Data Center infrastructure support
• 5+ years experience in a IT Service Management role such as Data Center Manager or IT Infrastructure Manager with high level of expertise in IT service delivery as well as the ability to provide metric management to various Service Contract technical support teams.
• 5+ years of escalation management experience in a medium to large scaled IT infrastructure. Understands Escalation Issue and hot fix technical support, sustaining, development, and quality assurance process work flow
• Experience in managing a team of technical specialists on multiple platforms during off-hours
• Network and system availability management of such platforms as Mainframe, Windows, Unix and MS Exchange server environment. Knowledge of enterprise wide service availability required
• Demonstrated ability to effectively manage multiple concurrent problems including managing technicians who will perform the actual troubleshooting, oversee forensic collection, and lead the effort in the analysis of data/events for reporting purpose to isolate and remediate problems
• Cool under pressure and detail oriented
• Excellent knowledge of Microsoft Windows products such as MS Word, MS Excel and MS Visio
• Experience with source control repositories and defect-tracking systems
• Ability to compile and publish Daily Infrastructure Reports for DIT managers and executives
• Strong sense of urgency, passion for customer experience and good customer advocacy skills

Our client has an immediate opening for a seasoned Off Hours Escalation Manager (OEM) responsible for managing a team of 20 off hours support personnel working in the Data Center, Help Desk Command Center, NOC as well as Windows & Unix support teams. The OEM is very engrained in Data Center Operations and critical systems running in the Data Center. Systems include; VMWare (100 or so), Unix (50 or more), Windows 2K3 (150 or so), NetApps, SAN’s gear, and Network
Infrastructure.

**Summary of Position:
The Off-Hour Escalation Manager (OEM) manages the “off-hours” night shift to ensure system availability of mission critical applications. This role is a management and operations interface between technical support and all other functional areas of the Service Contract for escalation of systems and network issues. The OEM owns, resolves, escalates and reports on all system availability issues and performs related management processes. The OEM serves as the focal point for managing change implementation and service availability issues. He coordinates the action plans of support teams, monitors progress and coordinates the ISC responses whenever there is an adverse impact on system and or mission critical application availability.

The OEM works with technical support to ensure that escalated issues are processed by fully qualified technicians, contain the appropriate customer details and technical information, and have been set at the appropriate severity and priority levels. The OEM manages all phases of the problem definition and resolution processes in the large scaled IT environment that supports LAN/WAN Network Management, MS Server 2003, VM-ware, SUN Solaris 10, Oracle, DB2 and z/OS operating systems. On a daily basis the OEM will have interaction with the Data Center Infrastructure Management Team, Helpdesk, Enterprise Command Center, Production Control and Tier 2/3 Support teams while working on client issues. The OEM manager is responsible for the content, compliance, and execution of the overall escalation process. **The core hour of work for this position is 10PM to 8AM four days per week, Monday through Thursday nights although the willingness to work a flexible range of over night hours is required at times to handle highly-critical escalation situations