- Facilitate the recovery of an incident time sensitive request tickets and drives issues to the fastest possible resolution, by engaging appropriate technical resource groups through the available channels (EOC Bridge, WebEx, Email, Teams); send timely email communications to the partners using the existing communication templates
- Post-Incident process in an Enterprise Impact Incident that EOC was involved in and provides support in RCCA (Root Cause Corrective Action) Form creation
- Perform ticket queue monitoring and assures the standard monitoring processes and tools (Service Now, Solar Winds, EPIC, Oracle database hosting various web-based platforms)
- Responsible to address information either for direct resolution or for an issue to the technical support team; facilitate incoming call from vendors, ensure ticket queues in the ticketing system (Service Now) are progressing, follows up with site contacts and aims to resolution the tickets
- Handle the issue and ensures that Global Operations Tickets will be owned and resolved by the required Global Ops representative from the support group; ensure that tickets are supervised and being closed in the shortest possible time without failing the Service Level Agreement and maintaining the agreed Key Performance Indicators; handle Vendor Access requests, inquiries and blocking issues
- Facilitate the Change Activities that have been identified as having potential Enterprise level impact and are requiring EOC Engagement (Identifying resource persons required for the activity completion, Maintenance Activity Logging, EOC Maintenance Call Bridge Facilitation, EOC Maintenance Notification, Webex Facilitation, delegation to next level)
- You are the first to spot possible future policies, practices, and trends in the organization, with the competition, and in the marketplace. You consistently apply a business driver and marketplace focus when prioritizing actions. You adjust communication content and style to meet the needs of diverse collaborators. You model and encourage the expression of diverse ideas and opinions empowering your team. You serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts
- Bachelor's degree in computer science/ information technology or related field or equivalent work experience
- Proven basic knowledge and experience with one or more of the following platform/technologies: Windows Operating System (Microsoft Active Directory, Microsoft Windows Server) or UNIX/Linux (Solaris/LINUX/Oracle), virtualization technologies
- Storage (SAN Solutions, NAS Solutions, Enterprise grade Backup/Recovery); awareness and appreciation of Service Management standard methodologies (ITIL Foundation); Knowledge of Networking, Server, Voice and Communications Infrastructure (LAN, WAN and Wireless, TCP/IP, NFS, etc)
- Proficiency in English both speaking and writing; skilled in MS Office suite (Word, Excel, etc.), ticket and incident management; usage of supervising tools
- Very good verbal and written business communication skills; proactive customer service approach to users or partners for any ticketing system challenges and/or updates
- Time Management & Results Orientation; attention to details & quality, ensuring that process guidelines are adhered to, with zero or minimal discrepancies
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EOC Support Administrator - CLUJ NAPOCA, România - Emerson
Descriere
You are passionate about making an impact and always act with integrity. You continuously push yourself to achieve new goals and are not afraid to question the status quo by proposing creative solutions to problems. If you are a professional looking for an opportunity to grow, Emerson has an opening for you as Emergency Operations Coordination Center) Support Administrator
You will follow standard operating procedures and perform first line of investigation, diagnosis, and validation of automated alerts, events and Incidents reported. Perform both pro-active and reactive monitoring on all supported services using supervising tools and processes.
We look forward to seeing your application
In This Role, Your Responsibilities Will Be:
Who You Are:
For This Role, You Will Need:
Preferred Qualifications that Set You Apart:
Our Offer to You:
We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to build a workplace that is encouraging and exciting. Depending on location, our flexible work from home policy allows you to make the best of your time, by combining quiet home office days with collaborative experiences in the office so that you can personalize your work-life mix. Moreover, our global volunteer employee resource groups will empower you to connect with peers that share the same interest, promote diversity and inclusion, and positively contribute to communities around us.
Requisition ID :
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
