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Change Management Engineer

NetSource, Inc.

This is a Full-time position in Los Angeles, CA posted April 30, 2021.

Please note that this is a 6 months contract position. JOB SUMMARY This role is providing Foremost production support. Be a contributing member of the Foremost Production Support team within Applications Operations, focusing on support activities for agent-, customer-, and employee-facing applications. Manage the lifecycle of production incidents, restoring services as quickly as possible when interruptions occur. JOB RESPONSIBILITIES bull Apply and enforce ITSMITIL standards for the incident management process (identification, logging, categorization, prioritization, response, diagnosis, escalation, resolution, and closure). bull Work with the Change Management and Problem Management teams to proactively reduce issue occurrencerecurrence. bull Drive high-severity incident calls. Address and resolve problems encountered by users, whether they require a quick fix or a major collaborative effort across various departments. This includes providing clear, regular status updates and metrics for ongoing issues. bull Leverage dashboards to check the application health, continually analyzing incident trends to identify root causes that will help reduce Mean Time to Restore (MTTR) bull Work with application development teams to prioritize pending defects by highlighting the business operations, customer, and agent impacts bull Maintain updated runbooks bull Identification and implementation of process improvements. bull Partner with Foremost ADM Teams to support release and infrastructure related maintenanceimplementations bull Identify and address performance monitoring gaps bull Improve impact analysis capabilities – creation of a Splunk based dashboard for the key Foremost applications that captures key metricstrends comparable to other BU’s. bull Improve intellectual property – create knowledge articles to build up the IPcapabilities of both the Operations Team and the Foremost Help Desk bull Proactively evaluate engineering processes and provide recommendations to increase efficiency. EXPERIENCESKILLS REQUIREMENTS bull 2-3 years of experience in a production support role. bull 1-2 years of experience with performance monitoring tools such as Splunk andor AppDynamics bull Solid written and verbal communication skills is a must. EDUCATION REQUIREMENTS bull High school diploma required bull Bachelor’s degree preferred Applicants must provide their phone number. Reference job number A761.