Ensures that infrastructure systems are operational. Takes preventive actions and/or restores functionality of impacted systems by reacting to the output of automated and non-automated alerts, dashboards and other monitoring tools. Determines an appropriate course of action to restore service or prevent an outage. Achieves established service level objectives and escalates issues appropriately. This is considered a training role and has the responsibility of resolving issues in 3 to 5 technology domains (out of approximately 13). |
Incident Identification, Investigation and Remediation:
Identifies Issues: Uses tools, techniques and alerting systems to monitor the performance of 3 to 5 assigned technology domains and identify failures and/or degradation of systems or services.
Investigates Issues: Addresses undocumented anomalies in infrastructure systems by using skills and experience to research and isolate issues in 3 to 5 assigned technology domains.
Remediates Issues: Uses documented and undocumented procedures as a guide to take appropriate corrective and/or preventive measures to resolve issues, failures and/or degradation of service in 3 to 5 infrastructure technology domains. Escalates issues appropriately as necessary.
Escalation: Uses judgment and feedback from systems and customers to determine when issues should be escalated and escalates to senior staff on team appropriately.
Documents Issues: Update records in the incident management system and turnover reports.
Meets Service Level Agreements: Protects customer experience by understanding SLAs and reacting appropriately to auto-generated and user-reported incidents.
Communications: Communicates with stakeholders to investigate and remediate issues affecting production and to provide status updates.
Collaboration: Partners with business customers and IT resources of assigned technology domains to validate impact to the business, remediate issues and validate that issues are resolved.
Increase Personal Skillset and Scope of Technology Domains Supported through Training:
Informal Training: Trains “On the job” with senior members of the team.
Self-Directed: Reviews of departmental documentation and industry information available in house or on the internet.
Structured: Attends formal online classes or classroom instruction, etc.
Help Desk Support:
Responds to calls to the Help Desk from business personnel.
Through interaction with customers, analyzes availability and performance impact of issues, determines root cause and communicates/escalates according to the stated/perceived business impact.
Creates/updates incident records in incident management system.
Validates with system users that service has been restored.
Schedule - Day Shift
Day Shift: 12-Hour Shifts. Weekly - 3 days on shift, 4 days off shift alternating with 4 days on shift and 3 days off shift. Nights: Every Thursday, Friday and Saturday every other Wednesday. Shift: 7am to 7pm.
1+ years work experience in information systems or a related field
Knowledge and understanding of IT Support structures
Experience with technical resolution preferred
Some technical knowledge of Desktop and LAN environments with the ability to apply that knowledge to problem resolution
Possess excellent written and verbal communication skills
Possess excellent skills working as a member of a team
Ability to interface with all levels of the ConAgra Foods Enterprise
Customer service focus in a team environment
Ability to work the night shift
A high sense of urgency
ConAgra Foods - 2 years ago
ConAgra Foods fills the refrigerators, freezers, and pantries of most households. The company produces name-brand packaged and frozen...