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Production Services Analyst - Core Technology Infrastructure

Richmond, Virginia

Job Description:

The Command Center is the primary interface for all Lines- of-Business application and infrastructure functions, accountable for the management of Major Incidents.

Some of the responsibilities include:

- Manage incident management conference calls

- Identify the technological capabilities required to resolve an incident and engage as needed for problem resolution

- Ability to quickly gain a deep understanding of the issue in flight

- Proficient knowledge of IT Technical skills across multiple disciplines

- Manage multiple moderately complex tasks concurrently.

- Exercise strong command and control skills in verbal communication and able to articulate complex incidents in written form

- Interpret and relay technical situations in terms of business impact.

- Maintain quality and timely updates in major incident communication channels, escalating to senior executives where required

- Create and update issue logs

- Ability to work both independently and as part of a cross-functional team

- Participates in assigned projects

- Moderate level of proficiency in use of MS Office products

Required Skills

- Experience in working with technology infrastructure.

- Major Incident Management experience or process knowledge.

- Strong command and control skills, verbally able to manage a conference call

- Use of Service Management tools such as Remedy or ServiceNow.

- Strong written communication skills - MS Office skills (Excel, Word, Outlook) - Working knowledge of ITIL, preferably certified

Desired Skills

- Able to break down a complex issue through effective questioning, and control a focused discussion around solutions.

- Able to establish a collaborative engagement process with multiple stakeholders to drive incident recovery.

- Challenges assumptions and timelines to ensure urgency and clarity on workstreams is maintained throughout the resolution process.

- Possesses broad knowledge of regional and global infrastructures, allowing prioritization on conflicting issues based on impact and steers efforts onto critical topics.

- Possesses excellent oral and written skills, enabling the formation of strong partnership with key technological stakeholders.

- Able to make a judgment call using priority and severity criteria on incidents to undertake escalations where required."

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Command Center is the primary interface for all Lines- of-Business application and infrastructure functions, accountable for the management of Major Incidents.

Some of the responsibilities include:

- Manage incident management conference calls

- Identify the technological capabilities required to resolve an incident and engage as needed for problem resolution

- Ability to quickly gain a deep understanding of the issue in flight

- Proficient knowledge of IT Technical skills across multiple disciplines

- Manage multiple moderately complex tasks concurrently.

- Exercise strong command and control skills in verbal communication and able to articulate complex incidents in written form

- Interpret and relay technical situations in terms of business impact.

- Maintain quality and timely updates in major incident communication channels, escalating to senior executives where required

- Create and update issue logs

- Ability to work both independently and as part of a cross-functional team

- Participates in assigned projects

- Moderate level of proficiency in use of MS Office products

Required Skills

- Experience in working with technology infrastructure.

- Major Incident Management experience or process knowledge.

- Strong command and control skills, verbally able to manage a conference call

- Use of Service Management tools such as Remedy or ServiceNow.

- Strong written communication skills - MS Office skills (Excel, Word, Outlook) - Working knowledge of ITIL, preferably certified

Desired Skills

- Able to break down a complex issue through effective questioning, and control a focused discussion around solutions.

- Able to establish a collaborative engagement process with multiple stakeholders to drive incident recovery.

- Challenges assumptions and timelines to ensure urgency and clarity on workstreams is maintained throughout the resolution process.

- Possesses broad knowledge of regional and global infrastructures, allowing prioritization on conflicting issues based on impact and steers efforts onto critical topics.

- Possesses excellent oral and written skills, enabling the formation of strong partnership with key technological stakeholders.

- Able to make a judgment call using priority and severity criteria on incidents to undertake escalations where required."

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21082649

Band: H6

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kari Elsts

Referral Bonus:

0

Street Address

Primary Location:
8001 VILLA PARK DR, VA, Richmond, 23228