Incident Response Specialist
SAVVIS Inc. - Town and Country, MO

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Savvis Culture:
Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.

The Savvis Service Center – Incident Response Specialist will act as the single point of contact for Incident Management related to proactive monitoring, diagnosis, and resolution of incidents in a 24x7, fast paced, team orientated operations center. The Savvis Service Center – Infrastructure Incident Specialist will interface directly with Savvis customers, 3 rd party Vendors, and internal resources to ensure a superior customer experience.

Position Objectives:
Deliver superior customer service through professional, comprehensive, and timely communication for all Incidents and Requests for Change

Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents

Provide methodical and successful execution of change requests

Maintain network stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance

Ensure all internal systems and customer environments are operational through the use of Network/System Monitoring

Essential Duties:
Identify resolve and escalate issues according to procedural documentation and training

Provide and obtain timely updates to/from relevant parties (internal and external)

Manage incidents to resolution in a timely manner

Monitor infrastructure environments to quickly identify and resolve incidents

Management of telecommunications vendors, including but not limited to:

Ensure that vendors are actively troubleshooting incidents that occur on their equipment

Confirm that vendors are adhering to service-level agreements (SLA)

Other duties as assigned

Critical skills:
Previous enterprise, IT or service provider experience

Ability to quickly adapt to advancing technologies and procedural changes

Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution

Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment

Ability to work well in team environment

Excellent verbal, written and analytical skills

Desired skills:
Hands on experience with one or more of the following:
Network and Systems technologies

Hands on experience including but not limited to:
Network LAN and WAN (STP, Cisco Flexlink, OSPF, BGP, MPLS, QOS, etc.)

Optical Network experience (SONET, SDH, DWDM, etc.)

Logical and physical ATM and Frame Circuitry

Microsoft or Unix server OS

Server Loadbalancer configurations and support

Common web server applications (IIS, .net, Tomcat, etc.)

Experience with Shell/Perl/Expect/PHP and/or other scripting languages, database administration, and/or web development technologies like HTML, XML, Java

Familiarization with SAS-70 and ITIL guidelines and practices

Technical certifications in areas of expertise (Cisco, Juniper, MS, ITIL, Nortel, Ciena)

Education or Equivalent Experience:
Associates degree or equivalent education in related fields

Certificates of training in associated fields/equipments

Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.

Required Skills

Required Experience