Job Title: Service Delivery Rep V
Location: Washington, DC
Duration: 1 Year
Client: HP
Clearance: Public Trust or Secret Clearance
Job Description:
Supports Enterprise Operation Incident Manager, Helps to define and
document the Incident Management process for the program. Contributes to the
awareness of the Incident Control Process across the program. Strives to become
Incident Process Subject Matter Expert (SME). Operates as a team member and
strives to become a team leader. Advises on methods to improve incident
processes. Executes the Incident Management process to ensure service level
agreements (SLA’s) and all other contractual obligations are met.· Ensures all incidents in Remedy Force are created,
updated and closed out correctly and on time to meet SLA’s. Act as a liaison
between client and technical solutions/support groups, using advanced
communication skills to elicit, document, analyze and validate incidents.
Develops and maintains internal and external relationships to support
management of scope and expectations. · Initiates and facilitates Incident Management
calls, gathers resources to remediate the issue. Responsible for escalating
issues and risks to appropriate management and expedite incident resolution.
Provides daily call document to leadership as needed · Provides data on recent Incidents, Emergency
incidents, daily Monitoring Alerts, Post Mortem status and action Items.
Excellent verbal/written communication skills; ability to communicate
appropriately with all levels of management, customers, partners and team
members. Ensures all incidents are driven to resolution with minimum disruption
to customers by monitoring and following up on tickets based on priority
(impact and urgency) with technical resources. Evaluates incoming incidents reported.
Develops incident reports when requested by customer or leadership. Escalates
delays in resolution appropriately to ensure timely resolution of major
incidents. Challenges holds or delays in resolution and determines if and when
additional support resources are required.
Education and Experience Required:
Bachelor's degree in a technical or
business discipline or equivalent experience
MUST
have Knowledge and Skills Required:
Excellent written communication
Ability to coordinate/contribute to multiple projects and deadlines
concurrently
Strong analytical skills
Must be able to work in Washington DC area.
Strong Microsoft Office Experience
Eligible for Security Clearance
Shift work required
Candidate must be a U.S. Citizen and
must be able to attain an EOD. Candidates who already have an EOD are strongly
desired.
Desired:
Call Center and Incident tracking experience a PLUS
Experience in incident management a PLUS
Knowledge of Project and Risk Management skills a PLUS
Responsibilities:
Provide expertise for IT infrastructure
(e.g. servers, network), application infrastructure (e.g. SAP), and related
services (e.g. Business Continuity)
throughout the lifecycle of a deal in accordance with contractually established
terms and conditions and established technical standards. Provides technical
input, solutions, and
recommendations to deal pursuit. Engaged in and provides support for
transition/transformation efforts. Monitors service delivery compliance to
budget, quality standards, and
customers and/or internal businesses/end user requirements. Provides IT
infrastructure and/or application infrastructure lifecycle technical support,
including planning, project
management, installation, on-going management/monitoring/troubleshooting, and
de-installation, following operational policies and processes that are
compliant with industry
standards (e.g. Information Technology Infrastructure Library (ITIL)). Manages
the technical/service relationship between HP and the customer, and between HP
and
subcontractors/vendors. Works with the key customers and/or internal
businesses/end user representatives (Infrastructure Support Managers, Client
Manager and the Account
Delivery Manager) to retain customers and build the business. ITO Service
Delivery work is generally performed remotely from an HP facility, but may be
performed at the
customer’s location when required/justified.
Advanced:
Uses ability as a skilled specialist to contribute to the development of new
concepts/techniques and to complete assignments/tasks in innovative and
effective ways. Expert knowledge on the general/technical aspects of the job.
Works on assignments that is extremely complex in nature where a high degree of
independent judgment, initiative and technical knowledge are required to
resolve problems. Work is completed independently and has ability to handle
most unique situations. Frequently determines methods and procedures for new
assignments.
High
School Diploma or equivalent; may hold 2 year post-high school Degree (technical field). May hold entry
level or intermediate level certification(s) in field of work. Typically, 6PLUS
years of working experience in related field.
We have a very good relationship with the Hiring Manager and for the right candidate we can arrange an interview within a few days.
Look forward to connecting with you.
Thanks & Regards
Aravind
COMPQSOFT, Inc.
HUB Zone, SDB, MBE Certified
An ISO 9001:2008 & ISO 27001:2005 Certified
Phone: 281-978-4434 І Fax: 281-657-6717
