Senior Technician, PSO

Responsible for guiding all problems through the incident management process: Problem Intake, Triage and Investigation, Internal Business Stakeholder communications, Resolver Escalation, Resolution Validation, Problem Management, Daily Technical Operations, Software Deployments, System Alarm Management, Operational Record Keeping and Documentation Maintenance, Collaboration with Subject Matter Experts across the Organization for Continuous Improvement Opportunities

• Associate Degree, Technical School or military training in computer systems management and monitoring or related area of equivalent experience
• 4 years of experience working in a 24x7x365 multi-shift environment where the main focus is monitoring and incident management
• Practical hands-on experience with trouble ticket systems, network monitoring tools, and familiarity with incident management processes
• Must possess the ability to take initiative and deliver through ambiguity
• Excellent interpersonal skills and ability to interact effectively with staff at all levels
• Excellent written and verbal communication and presentation skills
• Excellent organizational skills and attention to details
• Ability to work independently and on a team in a fast-paced environment
• Strong time management skills, with the ability to prioritize and multitask
• Must be available to work a flexible schedule including weekends, holidays, and overnight shifts
• Thorough knowledge of Slack, Zoom and Google Suite
• Working knowledge of ServiceNow and Atlassian Suite, including OpsGenie, is a plus
• Familiarisation with streaming technologies
• Ability to generate technical operational documentation and standard operating procedures in support of incident management processes