Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.
With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.
Procom’s areas of staffing expertise include:
• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Datawarehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy
Specialties• Contract Staffing (Staff Augmentation)
• Permanent Placement (Staff Augmentation)
• ICAP (Contractor Payroll)
• Flextrack (Vendor Management System)
NOC Escalation Support Specialist
On behalf of our client, Procom Services is searching for a NOC Escalation Support Specialist for a contract opportunity in Dallas, TX.
NOC Escalation Support Specialist Job Details
• Manages assigned large-scale enterprise major incidents.
• Flawlessly execute chief officer communications during service crises.
• Perform detailed analysis of clear and present network/server/Wintel engineering, design and technical flaws causing service outages on customer and internal networks.
• Directs and coordinates VPs, Directors, Managers and individual contributors to perform work and make decisions during critical outages. Must be seen to be in command of all resources (human, material, time) during crisis calls.
• Urgent escalation of technical problems or policy decisions to executive, management and engineering levels, inside and outside, immediately and simultaneously, during customer outage.
• Schedules and coordinates infrastructure and customer infrastructure changes in emergency conditions.
• Investigates and coordinates resolution of problems, inefficiencies, and network performance on a real-time basis and in high-stress conditions.
• Directs completion of customer requests via the ticketing system.
• Complies with all standard internal controls and processes. Participates and follows all processes.
• Delivers results in support of achieving the organization’s Service Level Agreements.
• Viewed as technical leader for all Major incidents.
• Manages projects related to technology pilots, conversions, implementations, etc., as assigned.
• Regularly participates in the audit process.
• Continues to enhance knowledge base for new products and vendor solutions that impact the business.
NOC Escalation Support Specialist Mandatory Skills
• Expert knowledge of a variety of network management and monitoring tools.
• Excellent interpersonal, organizational, customer service, communications, and presentation skills.
• Ability to serve as a technical mentor to others and guides less experienced engineers and technicians in resolving complex problems.
• Ability to apply expert knowledge of enterprise operations to the most complex problems and to direct, train, and guide less experienced staff.
• 8-10 years of related network/infrastructure experience.
• Demonstrated incident management experience in a large-scale, multi-platform environment, supporting 24x7 operations.
• Experience with SNMP Management Tools, PC based tools and products, and MS-Office preferred.
• Accreditation for IT systems control and ITIL framework.
• 3-5 years’ leadership in IT control center(s), leading multiple-discipline teams in resolving critical large-scale infrastructure outages.
NOC Escalation Support Specialist Start Date
ASAP
NOC Escalation Support Specialist Assignment Length
12+ months
Additional InformationAll your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.
Skills Required
- Expert knowledge of a variety of network management and monitoring tools
- Excellent interpersonal, organizational, customer service, communications, and presentation skills
- Ability to serve as a technical mentor and guide less experienced engineers and technicians
- Ability to apply expert knowledge of enterprise operations to complex problems and to direct, train, and guide staff
- 8-10 years of related network/infrastructure experience
- Demonstrated incident management experience in a large-scale, multi-platform environment supporting 24x7 operations
- Experience with SNMP Management Tools, PC based tools and products, and MS-Office
- Accreditation for IT systems control and ITIL framework
- 3-5 years' leadership in IT control center(s), leading multi-discipline teams resolving critical large-scale infrastructure outages
What We Do
Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada, and one of North America's leading staffing and contract workforce services providers. The company specializes in connecting IT talent with opportunity, delivering flexible IT staffing solutions and professional services to help organizations overcome technology gaps and drive transformation.
