NetOps Specialist/Incident Manager

November 7, 2021
Houston, TX
Job Type


NetOps Specialist/Incident Manager

BCforward is seeking a highly motivated and experienced NetOps Specialist/Incident Manager at Houston, TX

Title: NetOps Specialist/Incident Manager

Location: Houston, TX

Duration: 6 months contract

Job Description:

Major Incident Management - Soft Skills

  • Highly motivated person, self-starting, positive attitude, and independent decision making
  • Ability to analyze and adapt to changing situations, processes, and environment
  • Identify process improvements with process and operational improvements
  • Strong written and oral Communication working with Shell cross functional teams and Shell vendors (SIAM)
  • Attention to detail. Ensure compliance to tasks associated to roles and responsibilities
  • Broad technical knowledge across servers, network, exchange
  • Prior Operational experience - ITIL certified
  • Client facing role

Major Incident Managers - Roles and Responsibilities

  • Manage discovery calls to assess the incident and qualify
  • Manage assigned technical Major Incident (MI) calls based on incident assessment
  • Ensures Major Incident Management processes are being adhered to:
  • Enters quality major incident updates in ServiceNow
  • Creates Major Incident Control Document for all MI's opened in Region.
  • Makes timely updates to the Operational Dashboard
  • Ensures timely business and technical updates are delivered to the stake holders
  • Schedules follow up MI meetings for technical restoration and business updates
  • Responsible for the resolution/restoration of service
  • Drives Major Incident Business and Technical calls to service restoration (Priority 1 to Priority 5)
  • Ensures Major Incident restoration/resolution within the service level agreement
  • Ensure Major Incident ticket closure within seven working days from restoration
  • Makes sure that the teams (Supplier/Vendors, Application support, ROCs, 3rd party, etc.…) have the right staff involved
  • Uses Kepner Tregoe (KY) methodology to solve complex incidents. Obtains applicable landscape maps and gathers additional information to aid in troubleshooting a difficult or unknown caused situation.
  • Ensures that meetings are scheduled and take place (including Closures)
  • Transitions active Major Incidents and corresponding MI Control Documents to oncoming Region/Shift
  • ROC Situation Managers participate in the On-Call rotation
  • Contributes to the Root cause analysis (RCA)
  • Triggers escalations to ROC Manager, GCC MI Management, Delivery Manager and/or MI Owner in the event a situation call does not progress as expected (e.g. no support from bundle, stake holder unhappy, etc.)
  • Actively manages the Disaster recovery activity calls for the Shell IT Service continuity team
  • Actively participate in Shell specific MI's to manage any threat to Shell business
  • Actively manage quarterly Integrated Simulated Disaster testing activities for Shell Datacenters
  • Proactively monitored events in the Command Center are assessed and taken up with Shell business, Shell vendors for resolution and restoration (WAN Dashboards, Skype Dashboards, etc...)
  • Actively participate with Global Monitoring Operations team to resolve/restore the early events observed
  • Actively contribute towards pro-active problem management
  • Recommends and provides feedback for Operational work instruction improvements
  • Actively participates in Training Guild progression

Experience: 8 to 10 years

About BCforward:

BCforward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers' needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers' specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

Interested candidates please send resume in Word format Please reference job code 152939 when responding to this ad.

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