Job Description :
From: Vaibhav Singh [mailto:]
Sent: Wednesday, February 21, 2018 2:21 PM
To: ''''
Subject: Urgent Opening for Incident Manager_Reston VA
Importance: High
Hello,
There is an excellent job opportunities for you.
Please find the details below regarding the same. Please let me know if you are interested in pursuing this opportunity and send me your updated resume along with below details
Full Name(As per Passport)
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Current Exact Location
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IF h1b then Validity of h1b
Availability:-
SSN (Last 4 digits)
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Rate
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Title: Incident Analyst/Junior Manager
Location: Reston VA
Duration: 6months+
ECC supports all divisions in Fannie Mae.
It gets escalated to ECC if 3 or more people have the same issue
7 people on the team
Will be helping out Incident manager who manages issues
Background would be in Production support or incident management
Unix is a must
SQL not so much
Prefers someone with infrastructure background over application support.
Reporting tools are myservices but they can have any
Steps – when the incident gets reported, they join the call and they capture the notes in jabber and what teams need to be engaged.
Mon – Friday normal business hours
Job Description for the ECC L2 Analyst position:
3+ years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment
3+ years of experience with IT Infrastructure and applications is required
Provides support for application, shared services & infrastructure issues; Documenting, tracking and coordination of incidents; Escalates unresolved issues to proper personnel; Provides senior-level end-user support, which may include: coordinating stakeholder discussions and updating user documentation.
Provide assistance to call manager in driving resolutions of incidents and act as backup if Call Manager must leave the call
Ability to occasionally work on nights and weekends if and when major incidents occur
Hands on experience with Service-Now or other ticketing tools
Manage conference calls to drive resolutions of incidents
Excellent written and verbal skills
Aptitude to multi-task and work well in a high stress environment, both within teams and independently
Perform research/analysis to identify support teams needed, assist with impact analysis