FW: Help Desk Lead contract role for 6 Months+ to work at Grand Rapids, MI

[Patrick Bailey]

FYI

From: Isaac Rajiv <isaac.rajiv at itmmi.com>
Sent: Friday, April 27, 2018 1:36 PM
To: Patrick Bailey <pmb4 at calvin.edu>
Subject: Help Desk Lead contract role for 6 Months+ to work at Grand Rapids, MI

Hi Patrick
Urgent Requirement for Help Desk Lead contract role for 6 Months+ to work at Grand Rapids, MI. Interested reply with your resumes to Isaac.rajiv at itmmi.com<mailto:Isaac.rajiv at itmmi.com> /ring me @ 646-442-9383

Help Desk Lead
Grand Rapids, MI
6 Months

Position Description:
The Major Incident and Problem Manager is responsible for driving high priority incident resolution efforts, root cause analysis and problem remediation, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems. The individual will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

Skills:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned. Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritization. Hosts Major Incident calls towards driving fast incident resolution. Hosts Major Problem Review calls to determine root cause and action plan towards preventing problem recurrence. Manages the life cycle of all Major Incidents records from escalation to resolution and Major Problems records from root cause investigation to permanent problem resolution and closure. Owns the Major Incident and Problem Management process, prioritizing with business stakeholders and ensuring the most critical incidents are addressed timely and successfully restored. Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams. Serves as a consultant and mediator for technical challenges. Effectively communicates issues to engineers and leadership within support teams, and resolutions or work-around to the customer as appropriate. Owns Problem Management validation of known error resolution and final validation, protecting the production environment. Partners with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment. Engages on ITSM projects and any related initiatives with little to no supervision. Possess project delivery skills and experience working directly with stakeholders, customers, and clients.

Isaac Rajiv| Recruiter
T: 646-442-9383
E: Isaac.rajiv at itmmi.com<mailto:Isaac.rajiv at itmmi.com>

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