• 100% onsite position
• Schedule: Monday - Friday, 9 am - 5 pm EST
• Rotating on-call schedule: On-call 24/7 for one week, once every seven weeks

• Provide expert content and professional leadership on complex IT support assignments and projects.
• Manage relationships with internal and external service providers for the IT organization.
• Ensure management of IT components within the scope of the service definition or ASP agreement to meet business SLAs.
• Maintain processes and procedures to manage IT services, including:

• Creating and tracking hardware and software inventory
• Creating centralized contract main files
• Determining contractual and financial exposure
• Negotiating contracts

• Negotiate pricing and determine contract terms and conditions as directed.
• Exercise considerable creativity, foresight, and judgment in conceiving, planning, and delivering initiatives.
• Use deep professional knowledge to advise functional leaders.
• Provide thought leadership within IT Services and work on broader projects that require an understanding of the wider business.
• Be recognized internally as a subject matter expert.
• Coordinate and manage Severe Incident Management process activities.
• Support Incident Management reporting (KPIs and customer SLAs).
• Drive complex technical problem resolution, requiring in-depth evaluation and technical knowledge across all areas to restore service with support teams.
• Communicate effectively with both technical and non-technical audiences.
• Assess data to identify gaps, trends, and inaccuracies, turning data into actionable outcomes and opportunities.
• Perform 24x7 on-call rotation as an Incident Manager.
• Create and improve standard operating procedures as needed and in a timely fashion.
• Develop and maintain comprehensive knowledge articles.
• Provide exceptional communication and transparency of activities and current status to team members and other partners and stakeholders within the company.
• Promote ITIL best practices and transfer technical knowledge to team members.
• Handle multiple projects and tasks in a fast-moving environment.

• Exceptional communication skills and experience interacting with all levels of the organization.
• Solid understanding of Incident Management, Problem Management, and Change Management.
• Strong knowledge of data center infrastructure and operating systems.
• Experience supporting Java/Web Services environments.
• Solid understanding of networking protocols and troubleshooting.

• 3-5 years of specific experience in Severe Incident Management.
• Certification in ITIL, Lean, or Six Sigma preferred.
• ServiceNow experience preferred.
• Bachelor's degree preferred.

For more information please contact Tom Mazzulla at

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position. IT Service Advisor - Incident Management - Contract - W2 Only (no agency candidates) - Bloomfield CT