Incident / Situation Management - Senior

Title: Incident / Situation Management - SeniorLocation: Corona, CAShift: TBDSkills: Supervisory or leadership experience in help desk, technical support or customer service. Experience in several of the following platforms: UNIX, MVS, Windows NT/2000/2003 Server, Citrix or Storage Management. Experience using some of the following tools: Tivoli, SIM (Compaq Insight Manager), ECC, EDM, HP Openview, Ciscoworks, Netcool, Tacx, Cambridge, and NMS. Experience with problem resolution and trouble-shooting skills.JOB PURPOSE- This position reports to the Manager, Enterprise Operations Situation Management. - This position is responsible for maintaining superior 7x24-incident response for ALL systems and environments supporting various data centers and their high availability. - This position is responsible for directing system triage and recovery, supporting system implementations and integrations, systems analysis and diagnosis, trouble-shooting, performance analysis and resolution as well as technical leadership/mentorship to peers, build, plan team members, and management supporting Kaiser Permanentes member services.- This position utilizes a variety of tools, processes, procedures and documentation to minimize mean-time-to-restore.- This position is responsible for escalating any incident recovery efforts to minimize the affect on KP-IT services via a structured method for assigning and escalating the incident to the appropriate resources.BASIC QUALIFICATIONS:1) 6 - 8 years experience several of the following areas: UNIX, MVS, Windows NT/2000/2003 Server, Citrix, Storage Management, 2) Experience troubleshooting and resolving complex related issues including various applications running on various platforms. 3) Good understanding of Networks.4) Should have experience using some tools such as Tivoli, SIM (Compaq Insight Manager), ECC, EDM, HP Openview, Ciscoworks, Netcool, Tacx, Cambridge, and NMS. 5) Must have proven ability to multitask, troubleshoot complex problems and excellent communication skills, both written and verbal. 6) Analytical, logical and problem solving skills.7) Ability to work both independently and as part of the team.8) Should possess entry, plus next level certifications on one or more of the core technologies listed above. 9) Knowledge of Citrix design and interdependencies would be a plus.EDUCATION/EXPERIENCE/LICENSE/CERTIFICATION - minimum requirements- B.S or A.S. degree in Computer Science/Information Technology or equivalent related experience. - 6 - 8 plus years of directly related work experience in data center operations in one or more of the following: network, distributed systems, mainframe, midrange, batch operations, and automation platforms. - Superior:* Interpersonal skills with technical and non-technical staff.* Working knowledge of incident management processes and ITIL best practices.* Problem and analytical solving skills. - Capable in conflict resolution, identifying alternatives, and providing solutions. - Ability to:* Drive incidents to resolution. * Be decisive and make decisions based on technical and business assessments. * Communicate effectively with all levels of personnel, verbally and written.* Work with all levels of management and technical support teams.* Manage large groups of technical staff, complex and highly technical incidents. * Function independently with minimal oversight and direction.* Instruct, guide and mentor lower level technical professionals.- Proficient in writing business cases and providing financial analysis. - Proficient working knowledge of:* Process improvement methods, procedures, metrics development, documentation and reporting.* Microsoft Office products including Word, Excel, Access, PowerPoint, Visio, and Project.EDUCATION / EXPERIENCE / LICENSE / CERTIFICATION - preferred- ITIL, Six-Sigma and formal IT service management experience.- Understanding of tools and products that include Citrix, CISCO, Nortel, NMS, NT, NT4.0, Win2000, SMS, Tivoli, CIM, HP Openview, AIX, Solaris, MVS, and Alpha/VMS. - Entry and next level certifications in one of the core technologies previously identified. - Good technical working knowledge of the most complex environments.DESIRED SKILLS- Superior:* Communications skills, verbal and written.* Consultative skills - working collaboratively with customers toward a mutual goal.* Logical and analytical skills - ability to get to the heart of an issue.- Superior ability to:* Deal with uncertainty and complex customer requirements - bring order from chaos.* Construct and use models of systems, processes and situations.* be decisive; make decisions based on technical and business assessments* Translate between business user needs and technology provider services.1) Knowledge of IT work tracking system such as Remedy.2) Good understanding of ITIL principles.3) Good understanding of Kepner-Tregoe.4) Thorough understanding of IT operations. 5) Knowledge of Kaiser but not essential.6) BS or equivalent experience required.JOB RESPONSIBILITIES :The Incident / Situation Management - Senior is accountable for:- Ensuring highest availability for KP-IT systems and applications.- Assessing incident impacts, providing consult and guidance to the Helpdesk.- Providing 7x24x365 management and direction of technical & status bridges.- Enforcing the incident management processes.- Ensuring incident assignments are timely and correct.- Continuously evaluating incidents for appropriate escalations.- Ensuring escalation of incidents to appropriate management.- Ensuring accurate and timely information is available to management and the customer community.- Maintaining full authority to request additional resources to expedite restoration activities.- Managing incident documentation for problem management review by ensuring input of complete incident history and recommended solutions. - Coordinating vendor, application and technical group resources for incident resolutions- Reviewing change implementations to proactively avoid incidents.- Reviewing and improving incident management methods and processes. - Consulting with technical services for troubleshooting, development of policies, procedures and information dissemination- Responsible for developing and mentoring lower level technical professionals, writing instructions, documentation, polices and procedures.- Providing recommended training and development for lower level technical professionals.- Recommending process improvements for change induced incidents.- Developing and providing management reporting and metric development. - Staying up-to-date with new hardware and software developments and announcements.- Developing solutions and business cases to achieve higher availability. - Providing Post-Incident input as needed.- Providing business case input for operational improvements, automation and funding analysis.- Understanding of system configurations.- Maintaining and documenting system architectures, designs, run processes and incident report statistics.ANTICIPATED DELIVERABLES IN FIRST 120 DAYS:1) Become familiar with the Kaiser Server environment.2) Become familiar with the Kaiser Citrix, HealthConnect, Unix and Wintel environment.3) Become familiar with the Kaiser Network environment.4) For the first 30 days, work with peers to get to understand the respective Kaiser environments.5) After 90 days, prove that you can work with minimal supervision.DESIRED COMPETENCIESSystems-thinking: understands the connections and relationships across functions and entities for both internal and external constituencies; thinks appropriately into the futureClient Service and Results Driven: focuses and aligns actions and decisions on ways to enhance service; motivated and committed to achieving results on behalf of commitments to clients; inspires same in staffTeam Focus: acts & makes decisions as part of a whole; assembles and effectively leads direct report and/or partnership teams; exceptional facilitator of team work & decision-making in virtual and in-person settingsCommunication: sends the right messages and information to appropriate audiences verbally and in writing; ability to inspire/interact effectively spanning all levels in the organizationCollaboration/Influencing: Actively gathers appropriate maximum level of participation and input to decision-making, and fosters same within team; persuades others to see/recognize new perspectives to reach best outcomesChange Leadership: see breakthrough possibilities, dispel established mental and operational maps, effectively communicates vision of possibilities, lead change planning to ensure changes take holdAnalytics: understands and actively seeks use of metrics and critical thinking to distill situations, guide messages and make decisions.Accountability - recognizes and behaves with sense of ownership and commitment to driving for resultsADDITIONAL INFORMATION/REQUIREMENTS:1) Candidate must be prepared to work shifts.For consideration, please reply directly to this posting or go to www.kaiserpermanentejobs.org and apply to Req #70368 Incident / Situation Management - Senior.This position consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and Kaiser Permanentes policies and procedures.Kaiser Permanente is proud to be an equal opportunity/affirmative action employer. Additional Information Reference Code: 966747 Position Type: Full Time