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*Role : Project Manager/Incident Manager* Location: Bothell, WA Duration: 12+ Months Interview: Face-Face after Telephonic Start Date: Immediate Requirement Description: Must Have Skills: Incident Management, Change Mgmt, Problem Management, Software Installation and Support & Root Cause Analysis Project Description: The Production Support Manager will be responsible for protecting both the reputation of client’s API Platform and the developer experience by advocating for high availability and overseeing the end-to-end support of all production platform components, enablers, and environments. The Production Support Manager will be knowledgeable on the system architecture, call flows, connectivity, and all corresponding support processes, interface agreements, and SLA’s in order to identify gaps and weaknesses in the areas of incident and outage management, RCA investigation and delivery, monitoring setup and buildout, change management, capacity management, and vendor SLA compliance. Key Roles and Responsibilities - Participate on Sev1 and Sev2 outage bridges - adding expertise as needed to assist with restoral, holding teams accountable to IA and SLA engagement, notification, and escalations terms, ensuring established "best practice" outage management processes and procedures are followed, and capturing gaps and weaknesses for post-mortem/RCA follow-up. - Accurately and concisely communicate technical and relevant incident and outage information to leadership team in a timely manner - Develop and maintain respectful relationships with all production-focused teams while encouraging a collaborative approach to process and platform hardening initiatives - Ensure RCA’s are conducted in a timely and thorough manner, and all action items and improvement opportunities are appropriately identified, prioritized, owned, and completed. - Collaborate with ICO’s Service Manager to develop viable hardening plans across all chronic areas of identified weaknesses, lead the projects towards a timely and successful completion, provide regular status updates and assist with any roadblocks - Drive for continued improvements in the areas of monitoring and surveillance; establish methods to promptly identify and measure developer-impacting events, and enhance availability and latency reporting through the development and oversight of real-time dashboards and various tool and documentation improvements. - Lead teams efficiently through ORT exercises for all major releases Skills Inventory Skill Experience Need - Incident Management Expert Required - Change Management Intermediate Required - Problem Management Expert Required - Software Installation and Support Expert Required - Network Operations Background Intermediate Required - Root Cause Analysis Intermediate Required - Process improvement focus Expert Required - Collaboration and communication Specialist Expert Required - Technical Project Management Intermediate Required BSM Additional Comments: *Need Local Candidates* Raghu Akula | BSM | Account Manager Office: 7327770800x517 Learn: bsm.us.com Gtalk : [email protected] BSM Learn More - Facebook - LinkedIn - Twitter • 13 years in business with referable clients • Minority & Women Owned Business Enterprise • Microsoft Certified Partner • Oracle Certified Partner • SWaM - Small, Women and Minority Vendor for State of VA • APICS Corporate Member HQ: 2 Tower Center Blvd., 20th Floor, Suite # 2004 | East Brunswick, NJ - 08816 | United States Global: United States | Europe | MEA -- You received this message because you are subscribed to the Google Groups "American Vendor--IT Consulting" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/sap-vendor. For more options, visit https://groups.google.com/groups/opt_out.
