Details: The SAVVIS Dedicated Hosting Incident Response Specialist is responsible for working directly with customers, proactive monitoring, diagnostics and resolution of Tier 1 and 2 issues related to a specific SAVVIS customer in a team oriented support center. The SAVVIS Dedicated Hosting Incident Response Specialist is also responsible for software distribution related to servers including, but not limited to service pack upgrades, configuration changes, security patches and new code releases.Position Objectives:React to proactive events in a timely manner as specified in the procedural documentation and trainingEscalate issues according to procedural documentation and trainingProvide and obtain timely updates to/from relevant parties (internal and external)Complete distribution projects as set forth by your managerEssential duties:Follow SAVVIS Global Client Services Guidelines document for hourly employeesFollow all documented procedures related to the Dedicated Incident Response Specialist roleAcknowledge and react to proactive eventsInitiate proactive customer notifications to meet SLA requirementsProvide detailed information throughout trouble resolution process to all relevant partiesRequired skills:Team PlayerCustomer FocusedKnowledge of Windows NT server, Windows 2000 Server, Windows 2003 Server, Windows 2008 Server UNIX and LinuxKnowledge of web hosting solutions, specifically Apache – Tomcat, iPlanet, IIS, and SharePointKnowledge of Load Balancing functionality in a clustered server environmentHAN, LAN and WAN connectivityUnderstanding of Networking Protocols; ICMP, UDP and TCP/IPVerbal, written and analytical skillsDesired skills:Advanced Windows 2000 server, Windows 2003 server, UNIX, and Linux support backgroundAdvanced knowledge with configuring and specifically Apache – Tomcat, iPlanet, IIS, and SharePointHost and network based firewallsEducation or Equivalent Experience:Minimum of 1 year experience in a similar environmentBachelor’s degreeTrade School degree/certificatesFederal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.
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