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Softtek

INCIDENT RESPONSE MANAGER

Business Skills:
• Strong communication (Verbal & Written)
• Problem Management Capabilities
• Sense of urgency and Problem Solver.
• Communicates pertinent information clearly, concisely, and effectively with the customer
• Flexible to cover staffing inclusive of 24x7x365 support, including on call rotation

Technical Skills:
• Knows fundamental concepts, practices and procedures to WAN, LAN, Firewalls, Operating Systems (Windows Servers and Linux), 3rd Party Software and Software Interdependencies
• Knows fundamental concepts about middleware, WebSphere, MQ IBM
• Knows fundamental concepts about Data base administrator, (SQL, Oracle) 
• Knows fundamental concepts, Ticketing Tools (Service Now)
• Knows fundamental concepts, ITIL processes 
• Knows fundamental concepts, mainframe basic commands in AS400 (iSeries)

ACTIVITIES TO PERFORM:

Responsible for Team mobilization: Support  & Infrastructure Teams
• Facilitate the communication between team during critical situations
• Coordination of the troubleshooting and service restoration
• Critical Application Monitoring
• Diagnoses and detect the common problems to involve the proper team
• Decision making to escalate appropriately and in a timely manner 
• Consistently asks appropriate questions to identify problem and course of remediation of issues

Especialidad

Gestión de Servicios (IT Service Management)

Lugar de Trabajo

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