Job Role: Network Operations Engineer
Location: Philadelphia, PA (Remote)
Duration: 7 month contract
Visa: No H1,opt,cpt
Required Skills
- Strong facilitation, teamwork, influencing and interpersonal skills
- Excellent written and oral communications skills
- Ability to train users in the process and coach people in best practice
- Customer focused, passionate about the customer experience
- Familiarity with ITIL Incident Management
- IT Operations or Technical Support experience
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Highly Desired/ Preferred Skills
- IT Service Management experience
- Strong knowledge of ITIL processes, with experience working with Change Management, Incident Management and Problem Management
- Broad experience of IT infrastructure and applications
- Experience working with SysAid (ticketing system)
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Responsibilities
- This person will be responsible for training JR level technicians on NOC best practices and managing IT incidents and will play a crucial role in improving the overall IT Incident Management process/framework.
- Evaluate the current state of agency's ITCC processes
- Develop an action plan to address known process deficiencies
- Configure/design workflow templates to facilitate incident handling
- Monitor the incident queue to ensure tickets are being addressed
- Train technicians on processes and procedures
- Create communication and training plans to enable smooth implementation of new processes
| Manish Pratap Yadav |
| Technical Recruiter |
| TekIntegral Inc. 500 N Central Expwy #500G Plano, TX USA 75074 |
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