IT Specialist

The schedule is : Saturday - Tuesday. (Saturday / Sunday 6pm - 6am ET and Monday / Tuesday 6pm - 3am ET

This is what you'll do:

• In this role, you'll follow the incident management process to resolution and restoring Rivian's IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.
• Manage/facilitate multiple incidents resolution simultaneously and remain judicious during major incidents
• Responding to a reported service incident, identifying the cause, and initiating the incident management process
• Follow the end-to-end process for incident resolution and ensure that the right groups are involved in the resolution of the incidents
• Coordinate resources and activities during outages and communicate incident information and impact to the customers, business partners, and senior management
• Prioritize incidents according to their urgency and impact on the business.
• Restore affected services quickly and efficiently with minimal impact to the end-users by ensuring that critical incidents are managed effectively and professionally
• Producing documents/ Run Books that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures or NOC issues.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Works with other IT, Application, and Operations teams to perform root cause analysis (RCA), acting as a problem manager if required
• Proactively ensures the highest levels of systems and infrastructure availability through network tools monitoring
• Perform daily system/network monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs
• Participate in additional technology initiatives as required
• Develop positive relationships with the business and other functions at all levels
• Collaborate with members of the information security, network, application, and cloud teams to ensure consistent IT services to our business users
• Look to improve all aspects of the MIM functions continually

This is what you'll need:

• At least 2-4 years (or relative) in a Major Incident Analyst role, where you learned the nuances of IT Support
• Bachelor's degree preferred
• ITIL Foundation Certification preferred
• Knowledge and experience of using network monitoring tools (eM7, SolarWinds, ServiceNow, Splunk, Cisco DNAC etc.), network equipment, log analysis, network attach techniques, and packet-level tools experience is a must
• Hands-on experience with ITIL and ITSM processes
• Knowledge and understanding of business-critical applications/systems, servers (Linux, Windows), Cloud systems, and collaboration platforms
• Passion for Customer Support - A drive to help end-users get what they need to do their jobs the best they can.
• Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira)
• Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
• Prioritization Skills - The ability to analyze support requests and prioritize them based on impact
• Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication

Job Type: Contract

Pay: $36.90 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Night shift
• Overtime
• Weekend availability

Work Location: One location

Salary : $37