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Bilingual Incident Manager
Adecco Engineering and Technical has a current contract opportunity for a Bilingual Incident Manager in Boston, MA. This position will provide support for mostly internally developed applications. The technologies most widely used will be:
The skill set needed is general computer familiarity, the ability to learn new applications quickly and thoroughly, good communication skills and great people skills.
The positions mainly involve advanced user guidance (non-scripted); reporting; technical administration; post-fix solution (application) system testing. This is the second point of escalation when the problem or issue cannot be resolved by First Level Support.
This function has broad knowledge of the business functions to resolve critical and strategic business technology challenges, delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements. This team is responsible for adherence to Service Level Agreements for Level 2.
Working technical knowledge in information technology as well as a detailed knowledge of the function of applications. This includes an understanding of application purpose, capabilities, limitations and common business usage.
Prior experience in application support with industry knowledge of ITIL service management principles.
Demonstrated organizational understanding of information technology, including the function and specific processes associated with the various applications.
Extensive knowledge of a variety of Microsoft based applications, including but not limited to: .NET Technologies and SQL Server.
Demonstrated communication skills.
Proven ability to troubleshoot and provide solutions for technical questions and issues or routes to appropriate escalation group.
Ability to deploy candidate versions of applications to staging environment for testing and UAT and to production as scheduled following relevant change control process
Ability to effectively use all support tools available and demonstrates knowledge of available resources.
Proven ability to work with a team to resolve Level 2 application support issues, or to provide technical insight to issues managed by other teams. Key interactions include Other resources within the Level 2 support team, Level 3 support team members, members of the demand organization, end users, key facilitation teams such as Major Incident Management, Change Management, Help Desk, Monitor and Respond, and any other of a host of stakeholders for a particular application or environment.
To be considered for this position, please use the “apply now” button to submit your resume. If you have questions about the position please contact Jack Pandolfo at 617-745-4690 or at firstname.lastname@example.org.
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