Availability Manager, Level 1

What you will be doing:

As an Availability Manager, you will be responsible for supporting the customer's computer data communications systems, providing network event management and incident troubleshooting. Technicians provide additional support by ensuring network devices meet baseline configurations, software, and network performance standards. This individual supervises a team of employees that are responsible for Technicians will make extensive use of Microfocus tools, ServiceNow, and knowledge of the various levels of the Open Systems Interconnection (OSI) model to complete daily network Operations and Maintenance (O&M) tasks.

Requirements:

• Implementing moderately complex core business processes and assists in process improvement initiatives to enhance customer service. Identifies process matters of significance or enhancements and implements.
• Leading Incident Response during critical outages and ensuring proper notification to management and customer POCs.
• Evaluating employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
• Leading incident response during critical outages and ensuring proper notification to management and customer POCs.
• Preparing Daily Report on Incidents/Change/Problem tickets and SLA status
• Preparing summary reports on all Major incidents occurring on shift
• Preparing Operations Center scheduling
• Must be able to communicate professionally with all levels of personnel, from technicians to senior management.
• Strong time management, communication, interpersonal and presentation skills
• Strong troubleshooting and technical skills in networking and desktop support.
• Experience with enterprise management monitoring tools like HP Openview, Solarwinds, or Splunk is a plus.
• Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

Experience and Education Requirement:

• Three (3) years of experience in programs and contracts of similar scope, type, and complexity are required. Bachelor's degree in engineering from an accredited college or university is required. Four (4) years of additional network engineering experience may be substituted for a Bachelor's degree.

Clearance Required : Must possess an active TS/SCI with Polygraph to be considered for this role.

Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.