Diverse Lynx is a Go to Place for all your IT needs . We combine industry leading expertise and our personal dedication for all your needs. Established in 2002, we are head quartered in Princeton NJ 

We have you covered from Big Data to infrastructure upgrades, social media to mainframes and process improvement to app replacement. Our transparent approach and customer first attitude keeps you at the forefront of your industry. Our belief in value added relationships has allowed us to partner with our clients for a long haul

If you are looking to augment staff for your existing projects, our team can help you get through the finish line. With experiences in industries like banking, insurance, financial services, pharmaceuticals and many more; we hit the ground running.

We believe in the free enterprise system. We shall consistently treat our customers, employees, suppliers and the community with honesty, dignity, fairness and respect. We will conduct our business with the highest ethical standards. Our Mission is “Continually exceed our customers & increasing expectations.

We place great emphasis on delivery of high quality products to our customers. All products and solutions which are developed by us must pass stringent quality testing procedures. Our stringent process ensures that high quality standards are reflected as results in your business, guaranteeing your satisfaction every time.

Role :                    Incident Manager

Location:             Philadelphia, PA             

Emp Type:           Permanent Job

Interview:            Phone/Skype

Requirement    

Perform regular project updates, host weekly meetings, manage templates, documents, and contact lists.

Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents

Determines if an incident needs to be escalated according to priority and severity of the issue.

Ensure that Incidents assigned to their Support Groups are resolved and that service is restored

Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected

Identify Incidents for review

Document troubleshooting steps and service restoration details

Create and submit knowledge articles

Participate in Incident review following major Incidents

Identify potential problems and/or increasing trend of repetitive Incidents

Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents

Act as a point-of-contact and advisor to the field for deployment and day to day operational issues.

Provide technical expertise in extracting, integrating, and analyzing critical program data.

Coordinate and implement performance metrics and success criteria across initiatives with reporting and data teams.

Capture lessons learned and process changes for continuous improvement.      

All your information will be kept confidential according to EEO guidelines.