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About TSR:

TSR is a relationship-based, customer-focused IT and technical services staffing company.

For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.

Mission & Vision

We do not believe in building a vision around the company but building a company around our vision, which is simply;

Every employee’s voice matters, their effort is appreciated, and their talent is rewarded.

We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.

Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.

Major Incident Manager and Service Delivery Consultant

Job Description

  • Location: Alpharetta, GA
  • Type: Contract
  • Job #74568

Our client, a leading financial services company is hiring for a Major Incident Manager and Service Delivery Consultant on a long term contract basis.

Work Location:

Alpharetta, GA (Hybrid Option)

Summary:

This is a challenging role that provides extensive opportunities for learning new technologies, making new contacts throughout IT globally, influencing the way the IT department operates, and also interfaces closely with senior IT Management. Incident Management is the key function of the role but will include other responsibilities: Problem Management, Change Management and the coordination and planning of major events within the client business.

The responsibilities include:
• Management of Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high-risk data or application issues
• Undertake post incident reviews, with the focus on identifying process or operational improvements
• Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management
• Work with IT teams to improve the overall stability of the production environment both regionally and globally
• Assist in driving educational, training and communication programs
• Execution of major event projects such as data center and/or major people center power downs and large-scale enterprise changes or external events

Required Skills:

• ITIL V3 Foundation Certificate in IT Service Management
• Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
• Strong organizational skills – the ability to effectively manage multiple tasks simultaneously
• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
Crisis management skills:
• Ability to facilitate conversations with large groups of remote people
• Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Ability to maintain calm during stressful situations
• Ability to translate technical incidents into business terms
• Aptitude for, and interest in, learning new technologies
• Client focus and ownership – displays initiative and a proactive approach to work
• An understanding and experience of the technology used in Investment Banking is required (i.e., one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support)
• An understanding and experience of data center infrastructure: power / cooling / cabling / racking would be advantageous.

Background:
• Bachelors degree or higher
• 5+ years experience in the Financial Services sector (in multiple regions would be an advantage)

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