* For State Street's Network Support Center will provide SEV "1" critical and SEV "2" urgent incident management with immediate response, real-time remediation, escalation and notification of events. * Responsible for managing the overall duties of our managed service partners with the goal of one hour restoration of service for business impacting incidents. * Ensure that the managed service provider provides the technical expertise for each event, incident, problem and change within service levels. * Provide governance for vendor's ticket/problem queues. Monitor ticket aging and event monitoring processes performed by the MSP's.
* Utilize software and hardware tools to perform critical and urgent incident coordination and manage the appropriate support partners to provide problem management for all network platforms. (Voice, data, wireless and security) * Escalation point to manage all business impacting critical and urgent incidents to restoration of service. * Monitor and manage incident, problem and change ticket queues to identify items and/or escalation candidates. * Provide interface between MSP's and other State Street IT support groups (System, Engineering, Storage, application development etc…) * Update and train the MSP with all SSC business, technical and operational processes * Review all RFO (Reason for Outage) write-ups from the MSP to ensure that they have the appropriate information. (Who, What, When, Where, Why and How) * Provide assistance and guidance to the MSP for any network related incidents. * Complete goals / self assessments / PMPs and any other human resource requested documents within the allotted timeframe dictated by GHS on department management.
* 4-6 years of related experience * Technical college or network certification
About State Street
State Street is a financial holding company providing a range of products and services for large pools of investment assets.