Network Management Technician in Brentwood, TN at Pyramid Consulting, Inc

Date Posted: 8/11/2019

Job Snapshot

Job Description

Immediate need for a talented Network Management Technician with experience in the Telecom Industry. This is a 24+ Months Contract opportunity with long-term potential and is located in Brentwood, TN. Please review the job description below.
Job ID: 19-31125

Key Responsibilities:
  • End to end responsibility for the management, communication, escalation, investigation and resolution of incidents/problems, ensuring customer updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Acts as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
  • Creation of agreed action items with named actions & deadlines. Accountable for the delivery of that action plan.
  • Document post incident recovery steps in order to establish root cause analysis during problem management, aid in process improvements, identify deviations and to enable creation of a knowledge base.
  • Drives and manages the incident process and associated procedures / systems.
  • Provides consolidated production incident metrics to Program Delivery Executive/Global Service Director
  • Be an Evangelist for the Incident Management Process
  • Participate in monthly, quarterly, end of year business reviews.
Key Requirements and Technology Experience:
  • Experience as an Incident Manager within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills.
  • Be a motivated self-starter with an organized and methodical approach to problem solving through attention to detail.
  • Be a fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms.
  • Experience in a customer facing position and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
  • Excellent communication skills, written and verbal.
  • Previous exposure to ITSM toolsets i.e. ServiceNow with a clear understanding of how tools should be used to support incident management process activities.
  • Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
  • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
  • Strong service attitude; the ability to develop and build lasting customer relationships.
  • Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures
  • Foundation Certification or strong knowledge of ITIL concepts
  • A minimum of 4 years’ experience in technology roles that provide a background in IT areas such as infrastructure, operations, incident response and service management.
  • A minimum of 3 years’ experience acting in an incident response role with responsibility of analyzing alerts/threats, responding accordingly, developing incident response plans and procedures.
  • Previous experience using ITSM, ITIL, Lean Six Sigma
  • Previous experience identifying indicators of compromise and writing custom alerts.
  • Knowledgeable of networks, telecom, and systems monitoring
  • Experience providing technical requirements to various development and infrastructure teams.
  • Experience documenting incident cases and managing lessons learned meetings.
  • Experience automating repeatable tasks.
  • Experience integrating operational technologies and procedures into continuous delivery and support
  • Bachelor’s degree
  • ITIL Foundation certificate
  • ITSM; Two years or more related experience and/or training and experience.
Our client is a leading Telecom Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.