Job Description
Weekend shift hours:
Saturday: 6 pm – 6 am ET
Sunday: 6 pm – 6 am ET
Monday: 6 pm – 3 am ET
Tuesday: 6 pm – 3 am ET
Wednesday - OFF
Thursday - OFF
Friday - OFF
eeds to be onsite.
This is what you’ll do:
- In this role, you'll follow the incident management process to resolution and restoring Rivian’s IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.
- Manage/facilitate multiple incidents resolution simultaneously and remain judicious during major incidents
- Responding to a reported service incident, identifying the cause, and initiating the incident management process
- Follow the end-to-end process for incident resolution and ensure that the right groups are involved in the resolution of the incidents
- Coordinate resources and activities during outages and communicate incident information and impact to the customers, business partners, and senior management
- Prioritize incidents according to their urgency and impact on the business.
- Restore affected services quickly and efficiently with minimal impact to the end-users by ensuring that critical incidents are managed effectively and professionally
- Producing documents/ Run Books that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures or NOC issues.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the IT system.
- Works with other IT, Application, and Operations teams to perform root cause analysis (RCA), acting as a problem manager if required
- Proactively ensures the highest levels of systems and infrastructure availability through network tools monitoring
- Perform daily system/network monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs
- Participate in additional technology initiatives as required
- Develop positive relationships with the business and other functions at all levels
- Collaborate with members of the information security, network, application, and cloud teams to ensure consistent IT services to our business users
- Look to improve all aspects of the MIM functions continually
This is what you’ll need:
- At least 2-4 years (or relative) in a Major Incident Analyst role, where you learned the nuances of IT Support
- Bachelor’s degree preferred
- ITIL Foundation Certification preferred
- Knowledge and experience of using network monitoring tools (eM7, SolarWinds, ServiceNow, Splunk, Cisco DNAC etc.), network equipment, log analysis, network attach techniques, and packet-level tools experience is a must
- Hands-on experience with ITIL and ITSM processes
- Knowledge and understanding of business-critical applications/systems, servers (Linux, Windows), Cloud systems, and collaboration platforms
- Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can.
- Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira)
- Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
- Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
- Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
Job Types: Full-time, Contract
Pay: $37.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Night shift
- Overtime
- Weekend availability
Work Location: In person