INCIDENT MANAGER

Coordination and Management of Incident Management process with infrastructure and application teams. Supporting Major Incident Management reporting (KPIs and customer SLAs) to ensure incident quality and continual improvement. Acts as a subject matter expert for support area including Middleware, Database and Unix administration. Hands on experience with operations on Jboss, Weblogic and Tomcat application servers, including OS installation and Troubleshooting issues related to Hardware, OS, Storage. Provide training to Tier 1 via knowledge transfer and knowledge articles. Shift work 24/7 (includes weekend/holidays/on-call as needed). Provide root cause analysis and manage queues within ServiceNow, JIRA and Remedy.