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IT Incident Manager

Company: Hotwire Communications
Location: Fort Lauderdale
Posted on: April 8, 2021

Job Description:

Come power the future with us!--From the beginning, Hotwire Communications has been focused on the future - bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.--And that leadership continues.--We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.The IT Incident Manager returns a service to normal as quickly as possible after a disruption, in a way that aims to create as little negative impact on the business as possible.--ESSENTIAL JOB FUNCTIONS:1.-------- Ability to interact with the public and other employees in a positive manner and promote a cooperative working environment.2.-------- Ability to foster enterprise-wide thinking and drive execution of corporate programs and initiatives.3.-------- Ability to speak clearly and persuasively in public or private setting. Excellent oral and written communications skills in English.4.-------- Exude confidence while leading technical and non-technical conference calls.5.-------- Adaptable with ability to switch tasks based on shifting priorities.6.-------- Ability to troubleshoot and analyze problems systematically and methodically.7.-------- Good analysis, troubleshooting and communication skills.8.-------- Attention to detail in composing, keying, and proofing professional business materials.9.-------- Ability to demonstrate strong customer service and influencing skills.10.-- Possess strong time management and organizational skills.11.-- Typically faces situations that have a variety of interpretations and require careful evaluation.12.-- Typically solves problems by considering courses of action within the framework of company goals and standards.13.-- Computer proficiency required in Microsoft Office products with a higher level of proficiency in Excel.14.------ Effective organizational skills to maintain a consistently high standard of operations in a busy environment15.-- Ability to travel to any location where the Company operates and expand territory as business needs dictate.16.-- Ability to work days, weekends, evenings and holidays and participate with on-call rotation as needed.RESPONSIBILITIES:1.------------ Identify and troubleshoot recurring platform issues and resolve or engage service owners to drive resolution.2.-------- Work within a team environment to facilitate development, validation, and release of procedures or software designed to anticipate and mitigate service interruptions.3.-------- Develop test strategies and acceptance test plans.4.-------- Investigate and thoroughly communicate system/product defects.5.-------- Coordinate and communicate with the product owner and development team on bug fixes and required modifications.6.-------- Respond to and complete customer requests within SLA via a trouble ticketing system7.-------- Mentor peers in your areas of technical and operational strength8.-------- Work directly with engineers, technicians, customers & stake holders. Including going to the field to collect data and troubleshoot.9.-------- Establish automated testing tools.10.-- Employ independent discretion over matters of significance and critical to operations systems.--11.-- Performs other related duties as assigned by supervisor.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.------------------ At least a Bachelor's degree in Information Technology or Systems, Computer Science or Systems & Network Administration.------------------ ITIL 4 certification and/or Green Belt Six Sigma certification or higher------------------ At least 2 years' experience in program or project management------------------ Strong knowledge of validation test execution, requirements traceability, defect reporting, and automation concepts.------------------ Ability and willingness to work a flexible Full Time schedule that may include weekends and holidays.------------------ Must have active and clean, non-restrictive, state issued driver's license in State where hired.------------------ Ability to work days, weekends, evenings and holidays and participate with on-call rotation as needed.

Keywords: Hotwire Communications, Fort Lauderdale , IT Incident Manager, IT / Software / Systems , Fort Lauderdale, Florida

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