The Consultant I&O, Operations is responsible for incident management, infrastructure performance monitoring, troubleshooting issues, and ensuring proper configurations and documentation, while collaborating with teams and leading IT projects.
Job Purpose and Impact
Key Accountabilities
Qualifications
- We are looking for Senior Major Incident Manager with 10+ years of experience leading Sev 1 / Sev 2 incident response in large enterprise environments. Expert in commanding outage bridges, driving rapid service restoration, and delivering clear executive communications using ServiceNow ITSM. Proven in strengthening incident processes, CMDB/service models, and operational resilience. Deliver timely, clear stakeholder and executive communications via ServiceNow. Drive Post‑Incident Reviews, RCAs, and corrective action plans.
Key Accountabilities
- MONITORING INFRASTRUCTURE PERFORMANCE: Monitors network performance to maintain smooth and efficient operations, applying tools to track network traffic, identify issues, and maintain optimal performance. TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves moderately complex network and hosting problems affecting routers, switches, servers, and communication circuits, including performing root cause analysis and implementing solutions to prevent future occurrences.
- INCIDENT MANAGEMENT: Monitors and responds to network and hosting incidents, outages, and performance alerts, including categorizing issues and coordinating with technical teams for timely resolution. PROTOCOL ANALYSIS: Performs moderately complex protocol analysis to troubleshoot network issues and sustain proper communication between network devices.
- CONFIGURATION & DEPLOYMENT: Partners to configure and deploy new hardware and software while ensuring compatibility with existing systems, including setting up servers, network devices, and other infrastructure components.
- COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, and internal teams to resolve moderately network issues and improve network performance, providing effective and efficient communication, coordination and timely updates.
- DOCUMENTATION & REPORTING: Documents network issues, resolutions, and performance trends, and provides reports to senior technical personnel and stakeholders to inform decision making and improve network operations.
- BACKUP & DISASTER RECOVERY: Maintains and partners to develop backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.
- PROJECT MANAGEMENT: Co-leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.
- AUTOMATION & SCRIPTING: Partners to develop automation scripts and tools to streamline infrastructure management tasks and improve operational efficiency.
Qualifications
- Minimum requirement of 6-9 years of relevant work experience. Typically reflects 5-7 years or more of relevant experience.
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