Senior - Incident Response Tech

Job Title Name: Senior - Incident Response Tech

Job Purpose

The Incident Response Tech is primarily responsible for providing triage and resolution services to all assigned business service and infrastructure availability incidents within HCA and all other supported business units and affiliates. This support includes monitoring, triaging, prioritizing, researching and resolving business service and infrastructure incidents or service requests which, if left unresolved, could affect patient care or revenue.

They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments while supporting our IT infrastructure and business services. Building strong relationships within IT&S by working across organization boundaries to resolve service and infrastructure issues, they will be required to continually expand knowledge of current and upcoming products.

The Incident Response Tech provides support during and after normal business hours

(nights, weekends & holidays) as required.

Major Responsibilities And Accountabilities

• Monitors the health of IT infrastructure and business services while responding to all relative events and/or customer reports.
• Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
• Utilizes routine triage documentation while diagnosing alerts/incidents to provide infrastructure and business service incident resolution services. Documents resolutions or work completed to alerts/tickets in a defined and standardized method to ensure trending and categorization is available.
• Creates a positive client support experience and builds strong relationships through problem understanding; handling clients with a consummately professional attitude. Ensures timely resolution or escalation by communicating promptly on progress.
• Actively works to ensure IT&S Service Level Agreements are met.
• Identifies and acts upon opportunities to enhance triage procedures based on overall technical knowledge and experience
• Expands current and upcoming product knowledge.
• Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards.
• Participates in IT&S and departmental project activities or other duties as assigned; such as:
• attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.
  
  

• Experience with network fundamentals and performance principles, including a firm understanding of TCP/IP protocols.
• Good with ITIL Process understanding.
• Hands on exp in Service now tool.
• Strong understanding of virtual technology, such as, Microsoft HyperV, VmWare ESX, IBM LPARs, VIO servers, and micro-partitions is highly desirable.
• Willing to work 24/7 shift.
• Written and verbal communication skills and the ability to work collaboratively are essential
• Understanding and experience with operating system concepts and practical implementation of those fundamentals
• Experience with monitoring tools, such as Splunk or Microsoft System Center Operations Manager.
• Ability to monitor, resolve, and escalate alerts appropriately
• A knowledge of Active Directory/NT Account administration
• Demonstrated ability and desire to learn line of business and business terminology
• Demonstrated analytical and problem-solving skills
• Ability to judge severity of issues and use discretion in obtaining required services
• Ability to work independently with minimal direct supervision
• Ability to succinctly communicate verbally and in a variety of media
• Strong interpersonal relationship skills and the ability to work with a team