De-Escalation Architect - Remote / Telecommute
Apply NowCompany: Cynet Systems
Location: Cary, NC 27513
Description:
Job Description:
Expectations and Tasks:
Expectations and Tasks:
- Owns critical incident/situation (escalation level 2 = incident escalation/production down) and creates the overall Action Plan with input of the Cloud Major Incident Manager (MIM), Manager on Duty (MoD) & experts from various areas of ECS Delivery and Digital Business Services.
- Communicates the Action Plan, solution approach, status, and resolution to the customer.
- Communicates to and aligns with internal stakeholders (e.g. ECS Delivery, Sales, DBS Support & Consulting, Board).
- Support critical customer management in de-escalation of the situation by tracking the defined top issue and action plan and coordinating internal and external communication with potential remote/onsite activities.
- Support Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations.
- 4+ years professional experience in Development, Product Management or Consulting or in a related field.
- Excellent team player, with passionate, self-motivated and pro-active working style
- Proven track record in managing client / customer engagements.
- Very good technical understanding of Service-oriented offerings and architectural layers.
- Strong analytical and problem-solving skills.
- Ownership of tasks and processes, set clear goals and follow-up on results.
- ccustomed to working in an international / global virtual matrix organization.
- Good technical understanding of IaaS offerings and architectural layers would be beneficial.
- Experience working across Board Areas, LoBs and organizational boundaries would be beneficial.
- Experience with SAP HANA Enterprise Cloud or SAP cloud products would be beneficial.
- Perspective on current Cloud Hosting trends and their impact on business strategies would be beneficial.