Service Delivery Rep V, Washington, DC

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

Email: aravind.k@compqsoft.com