Incident Coordinator Job in Ice Mortgage Technology

Responsibilities Effectively manage competing priorities while operating in a high pressure fast paced environment. Ownership of production incidents including diagnosis of issues, communication, documentation, escalation, and root cause analysis. Manage multiple enterprise system issues, including corporate sites with significant impact to operations. Manage incident bridge calls with support teams, on-call support application teams and management. Serve as leader and point of contact for escalated contact resolution of a business impacting or sensitive nature as well as a liaison to stakeholders across the company Independently identifies and implements process improvements geared toward improving the user experience or organizational efficiencies Improvement of monitoring, availability, performance, and security of our services. Monitoring the performance and capacity of computer systems in a real time and responding to alerts in near real-time. Performing regular checks on the production stack to ensure the systems and services are running in an optimal fashion. Tracking and documenting infrastructure issues and compiling incident reports. Ensure proper follow-up of incidents until resolution Collaborate with the various IT teams to ensure their applications are following best practices for, high availability, changes, and incidents Participate in 365x24x7 on-call rotations. Knowledge and Experience Must possess strong written and verbal communication skills, the ability to interact with leaders and customers at all levels of the organization, broad working knowledge of IT infrastructure and systems, ability to work flexible hours or participate in on-call rotation. Leadership skills the ability to take command in a high-stress situation Broad understanding of Incident and Problem Management - Strong written and verbal communication skills Strong analytical and project management skills Ability to work nontraditional schedules including weekends and adjust based on business need The ability to make quick, confident decisions Very Strong interpersonal/communication skills and a demonstrated ability to effectively work with other teammates in globally distributed locations Preferred Skills Familiarity with Windows and Linux operating systems Experience in systems and network administration Knowledge of SANs, 3PARs, and other storage solutions a plus General networking knowledge. Ability to read and analyze TCP/IP trace and dump files a plus. Familiarity with financial markets, trading, and clearing systems a plus Experience using Splunk, CA Spectrum, Jira, Salesforce, and ServiceNow Applications Familiarity with Public Cloud platforms (AWS/Azure)