Technical Support Analyst in Atlanta - NLB Services
2021-08-05
US, Atlanta, Atlanta
Position Type: 4
Job ID: 21-40299
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Qualifications:
Client is looking for a proven leader in its Major Incident Management Situation Desk role located in the Technology Control Center.
The Technology Control Center (TCC) provides Client and Clients IT end-users with a single point of contact for Information Technology problem resolution.
The Technology Control Center (TCC) is an integral part of the IT Operations responsible for the 24x7x365 daily operations of Clients Computer Network Systems, Voice and Data Systems and Applications.
The Critical Incident Situation Desk Analyst will be responsible for providing 7x24x365 coordination, notification, escalation and resolution of all severe and potential high impact technology issues impacting the normal operations for Client and Client IT environments.

YOUR RESPONSIBILITIES IN THIS ROLE :
Central point of contact to manage coordination, notification and resolution of incidents and outages. Monitor and ensure the proper documented updates for all incidents to include but not limited to: the incident problem description, categorization, resolution and business/operational impact information.
Liaison to the TCC Duty Manager working as the focal point for all operational concerns by quickly engaging and escalating to the appropriate support teams. Maintain open and accurate communications with all Support Teams located (physically and/or virtually) on the TCC floor.
Review RFC (Request for Change) reports provided by Change Management in order to ensure all changes with potential operational impact are reported to the OCC and Service Desk Leads.
Provide primary facilitation duties during the daily Operational Briefing status calls. Monitor all OCC Briefings. (as required by the TCC Duty Manager). Initiate and coordinate Technical Bridge collaboration space to assist in resolving incident degradations and outages.
Accurately address and work toward a quick resolution for all emails within the TCC and Incident Management mailboxes. (Clean up, archive, organize folders etc.,)
Supportive Liaison between Support Groups on the TCC floor by providing proactive leadership and escalation support to quickly resolve incidents and outages.
Assist escalation when needed to prevent the incident degradation and/or outage.
Keep Shift Briefings current and accurate throughout the shift and ensure that all information regarding the incident including business operational impact is constantly updated and communicated.
Maintain updates to the TCC Ops video wall screens Assist with the 911 (811) Crisis Management Notification Process.
Provide support for OCC and TCC Disaster Recovery Paging notification Procedures. Keep customers updated during outages.
Verify customers recovery and normal operations after the impact has ended. Add configurations to CA Spectrum and UIM with monitoring tools.
Monitor and work to correct monitoring thresholds that create erroneous incidents.

WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED?
- BS/BA, preferably in a technical, scientific or communications field or 6 or more years of experience managing operational incidents in an airline environment.
- Ability to communicate complex problems and plans in a poised, creative and composed manner, whilst demonstrating a passion for delivering change.
- Experience and ability to engage and collaborate with Clients business management and leadership teams with an approach that results in greater value to and engagement with our business partners.
- Able to communicate and work effectively and collaboratively at all levels in our organization.
- Technical writing experience is a big plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR department by sending an e-mail to notifications@nlbservices.com.
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