Work in Washington Veterans Jobs

Experis IT ManpowerGroup has partnered with a leading 500 golbal organization in the Redmond WA for a contract Customer Engineer 1 role to assist their team. This is an on-site role.

Title: Customer Engineer 1

Location: Redmond WA

Duration: 18 months on W2 ONLY ( with high possibility of extension)

Pay Rate - 45$ - 47$/HR ON W2

Our team is looking for a Global Crisis Incident Manager to respond to and mitigate critical and high impact global events and escalations. Working within a specialist team, you will be responsible for directing and coordinating the Major Incident process with related activities of resolver teams across the Customer Service Support organization and taking lead on major incidents to ensure the business receives relevant communications/updates and service is restored against SLAs.

Responsibilities

Being part of a Global Incident Management shift pattern to ensure 24x7 coverage. This position requires potential work outside of normal business hours and/or an on-call rotation

• Take full responsibility for major incident management from initiation until an acceptable IT work around is in place

• Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions

• Work closely with technical/engineering teams, the Operations Command Center, Service Desk, and other Incident Teams to ensure effective identification of incidents

• Lead any ''major incident reviews'' and/or lead the CSS ‘live site review’ or participate in the appropriate Engineering ‘live site review’ in line with incident management processes and procedures to ensure effective post incident documentation is produced to:

• Collaborating with engineering teams, obtaining a deep technical understanding of their core tools and associated processes

• Ticket management ensuring stakeholders are updated on progress, timeframes and resolution plans

• Ensures adhering to all KPIs through quality and reporting checks

• Manages any escalations or queries on the incident/major incident process

• Working with the engineering teams to conduct root cause analysis on technical issues. Complying with all relevant security, quality, and regulatory policies as well as department development standards

Top 3 Hard Skills Required + Years of Experience

1. Minimum 1-2 years experience with Incident management experience.

2. Minimum 1-2 years experience with written and verbal communication.

3. Minimum 1-2 years experience with confidence in decision making.

Hard Skills Assessments

• Expected Dates that Hard Skills Assessments will be scheduled: asap.

• Hard Skills Assessment Process: The assessment process will include 2 HSA's.

• Required Candidate Preparation: Candidates should have n/a prepared prior to the assessment.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.