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Job Information

G-TECH Services, Inc. Operations Management Senior in Dearborn, Michigan

Job Description

  • This position is for an Incident Manager in the Client’s Credit Command Center

  • The Incident Manager is responsible for the upkeep and smooth operation of IT systems

  • The position entails overseeing all aspects of the incident management process from evaluation to resolution

  • The position will involve hosting technical bridges to troubleshoot complex issues, escalation to various support application and infrastructure teams as necessary, maintaining a log detailing the event, ensuring operations are returned to normal as soon as possible and identifying methods to prevent similar problems in the future

  • The ideal candidate will have a good understanding of IT support principles, various operating systems, networking protocols and databases

  • Coordinate resolution of complex technical problems with a variety of diverse applications

  • Maintain incident logs describing the event, what occurred, timing, root cause and actions taken to resolve

  • Generation of ad-hoc incident reports as necessary

  • Updating escalation procedures and training manuals as required

  • Communication on corporate issues with global incident managers

  • Provide written updates on issue status and next steps to business and IT partners

  • Follow-up on incidents to ensure permanent corrective action has been identified

  • Participate in the daily production status meetings to identify Critical Success Factor (CSF) violations

  • Facilitate warm hand-off of active incidents to regional incident managers

  • Participate in off hour on-call support rotations

  • Provide on-going support for and lead expansion of application health dashboards using Splunk and Dynatrace

Skills Required

  • Highly effective communication skills both oral and written

  • Ability to clearly communicate with both IT and business partners at various management levels

  • Capable of handling multiple tasks simultaneously under pressure during critical incidents

  • Critical thinking capability and ability to help drive resolution to complex technical problems

  • Flexibility to adjust to changing requirements, schedules and priorities

  • Strong knowledge of MS Office and SharePoint

  • Available to work flexible hours to support global customer base

Skills Preferred

  • Knowledge of Client Credit business operation (Business Centers or Central Office) Previous Incident and Problem Management Experience

  • Experience working on a global team with geographically distributed team members

  • Previous experience working with Splunk, Dynatrace or other application health monitoring technologies

Experience Required

  • At least 2-years of experience in Information Technology

Experience Preferred

  • Experience working with ITIL Processes

Education Required

  • Information Technology, communications or business background

Education Preferred

  • BS in IT or Related field

Category Project Management

Function Information Technology

Req ID JN -032020-114067