Incident and Problem Manager, Associate
Randstad Technologies, the world's largest global HR organization, is in need of an Incident and Problem Manager Associate to join a local Fortune 500 client in Tampa, FL.
Title: Incident and Problem Manager, Associate
Location: Tampa, FL
Duration: 6 month contract
location: Tampa, Florida
job type: Contract
salary: $25 - 30 per hour
work hours: 9am to 5pm
education: High School
The Associate Incident and Problem Manager assists with the coordination of the resolution of major IT incidents utilizing technical and business resources as necessary. Participates in reactive root-cause analysis of IT problems and proactive trend analysis of IT incidents to identify corrective and preventative measures. Builds and maintains a library of escalation procedures, known errors, and relevant support documentation for our critical systems.
Key Duties and Responsibilities
- Responds to calls from the Service Desk and ESOC and escalates via email, walk-up, or phone calls to technical teams.
- Initiates major incident calls in the event that other Incident and Problem Managers are unavailable as well as during on-call rotation.
- Provides timely information to the team so they can provide status updates to IT leadership and customers during a major incident.
- Develops and modifies existing support documentation for our key systems, including but not limited to DOUs (Documents of Understanding), the CMDB, On-Call matrix, Known Errors, and the Incident and Problem Management SharePoint site.
2+ years of experience in Experience working with customers in a Service Desk environment or other IT support organization
2+ years of experience in managing IT incidents or problems in a healthcare organization.
If interested, please send an updated resume to Samantha.Savinsky@Randstadusa.com
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.