What are the responsibilities and job description for the Incident Manager position at eJAmerica?
Overview
“Incident Technician” is a tier 2 support role that receives escalations from the global service desk. An Incident Technician primarily troubleshoots and diagnoses software issues for internally developed, 3rd party, and market data applications, including firmware or OS drivers that enable desktop hardware functionality. They will also perform troubleshooting on desktop hardware and mobile devices. Additionally, Incident Technicians are a vital part of the Incident management workflow and proactively identify and communicate trends and significant problems cross-functionally. Incident Technicians are also responsible for contributing to the creation and maintenance of knowledge base articles that serve as a valuable resource for training the global service desk agents, enabling them to troubleshoot problems and resolve issues independently. All IT Incidents and Service Requests must be recorded and managed in the global ticketing system and executed in compliance with the PPM.
Key Responsibilities
• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from helpdesk for application support including inhouse, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up – Morgan Stanley laptop or personal laptop virtual machine.
• Ensure that Morgan Stanley policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all Incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call – Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as email, Microsoft Teams, Skype, Symphony, Jive, etc
Coverage
Americas 6am (Local time) 7pm (Local time)