Incident Manager Salary in Saint Paul, MN

Job Description Summary Designs, develops, analyzes, troubleshoots, and documents computer network and infrastructure. Supports client environments as member of Logicalis' 24x7x365 operations team. Responsible for support, incident, problem, change, configuration, performance, and capacity management of devices and resources monitored by Logicalis Managed Services. Provides Tier 3 engineering and support for relevant technology of environments. Essential Duties and Responsibilities Designs, installs, and troubleshoots Cisco Application Centric Infrastructure fabric, including Network Centric and Application Centric deployments Performs design and analysis of IP addressing, network security, internet access, e-mail, DNS, NT related services, disaster recovery, content filtering, power considerations, and remote access. Demonstrates understanding of ethernet frames, frame switching, ether types, T-1, DS-3, PPP, Frame Relay. Masters assigned discipline within technical offering (ie: video, security network management, remote access, routing). Responds and solves client issues utilizing technology tools, procedures, and training through awareness of service offerings and Service Level Agreements (SLAs). Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each client when working to resolve client requests or outages. Provides direct client interaction as needed in support of client operations. Performs a high level of troubleshooting. Develops design schematics (using Visio, MS PowerPoint and sketches.) Attains quick problem resolution during implementation and/or troubleshooting of systems. Tests, evaluates, and develops new products, offerings, and solutions.Conducts training of team members in both formal and informal environments. Handles several tasks simultaneously (ie: pre-sales designs, troubleshoot and develop internal network, respond to network down emergencies). Communicates all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes) with manager. Creates, uses and maintains technical and process documentation. Remains current on technical and company related literature/correspondence and regularly reviews administrative procedures. Coordinates service outages with Service Delivery Managers as required. Documents post-incident response and root cause analysis. Sets course for repeatable processes and auditing Logicalis processes against service descriptions. Provides technical leadership and acts as technical resource and mentor to team members. Oversees and executes as needed client health checks in support of client operations. Executes technology onboarding checklist (integration projects) and documents risks in integration projects. Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. Supports and conducts self in a manner consistent with customer service expectations.Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education: Bachelor's Degree in a related field. Experience / Technical Requirements 5 years in Cisco environments; switches, routers, and firewalls.Experience with Cisco SD-WAN (Viptela)Experience with Cisco DNA CenterExperience with Cisco MerakiExperience with Fortinet and/or Aruba network devicesSpecialty such as network infrastructure, network security or network management.Proficient use of all Microsoft Office applications. Certifications One or more of following Cisco certifications: Cisco Certified Network Associate (CCNA)Cisco Certified Network Professional (CCNP)Other Skills and Abilities Possess strong organizational skills, ability to prioritize work.Ability to multi-task (projects, new requirements, equipment failures, design changes).Exceptional customer service, verbal and written communication skills.Demonstrated track record for completing complex engineering tasks.Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicablefederal or state laws. Salary Compensation Range: $77,500 to $101,000

Job Description Summary Acts as client advocate and point person for Managed Services clients consuming multiple service lines. Establishes strong relationships with key client decision makers to understand client culture and requirements. Maps those facets to Logicalis offerings to ensure a win win partnership is created delivering lasting client value and Logicalis profitability. Responsible for all aspects of service level performance and billing along with delivery of continuous improvement. Essential Duties and Responsibilities Collaborates with key client staff to understand vision, requirements and needs. Collaborates with Logicalis support team, Solution Architects, Account Executives and internal Managed Services staff, to shape and drive client deliverables. Manages scope of contract delivery to contractual Service Level Agreement (SLAs) performance and communicate any failures. Leads and manages Business Review Program in accordance of the governance model on behalf of client. Manages Change Review process for clients ensuring client satisfaction and contractual integrity is maintained. Drive strategic value in business reviews to drive growth, expansion and adoptance. Enables service delivery by owning Service-Now documentation. Exceed client expectations and drive the voice of the customer within Logicalis and collaborate across service teams driving up customer experience and success. Coordinates major client work efforts with appropriate Logicalis staff. Leads effort for new client integrations and existing clients' new service and/or device integration or de-integration. Drives process improvements that increase client satisfaction. Enables support team through client specific training. Acts as communication focal point for service effecting incidents. Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked. Esnure the customer has a positive experience when onboarding/offboarding new service portfolio items across services Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. Supports and conducts self in a manner consistent with client service expectations.Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certification Education:Bachelor's Degree in a related field. Experience / Technical Requirements10 years experience in IT infrastructure management and/or vendor management; knowledge of IT provider's services and qualifying factors in order to understand how client requirements will affect delivery. 3 years of Account or delivery management experience. Exposure or training in ITIL foundations. Proficient use of all Microsoft Office applications.May consider an equivalent combination of education and experience. CertificationsProject Management Professional (PMP). ITIL V3 or more recent version.Other Skills and Abilities Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa. Ability to provide continuous improvement ideas and opportunities within boundaries of client's limitations (resource, budgetary, legal etc.). Strong organizational skills, attention to detail and flexibility. Ability to multi-task and reprioritize work efforts as necessary. Possess relationship management abilities; strong client-facing skills. Excellent presentation skills. Ability to work under pressure and strong ability to "think on your feet". Self-starter, little direct supervision needed. Outstanding oral, written, and technical/business communication skills. Good understanding of statistical and analytical principles and processes. Ability to interact successfully with all levels of client and IT provider organization.Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Compensation Range: $85,000 to $110,800 plus bonus

This position is responsible for guaranteeing that the security needs of stakeholders, vital for safeguarding the organization's objectives and operational workflows, are sufficiently addressed across all dimensions of enterprise architecture. This includes reference models, segment and solution architectures, as well as the resulting systems that support these objectives and workflows.Responsibilities:Lead a team to successfully complete projects, overseeing progress and tracking the status of Authorization to Operate (ATO).Investigate, analyze, and respond to cyber incidents occurring within network environments.Utilize data from various cyber defense tools to analyze and mitigate threats.Interpret, analyze, and report all events and anomalies according to network directives, including initiating, responding to, and reporting discovered events.Evaluate, test, recommend, coordinate, monitor, and maintain cybersecurity policies, procedures, and systems, including access management for hardware, firmware, and software.Ensure alignment of cybersecurity plans, controls, processes, standards, policies, and procedures with established cybersecurity standards.Identify security risks and exposures, determine causes of security violations, and propose procedures to prevent future incidents and enhance security.Develop techniques and procedures for conducting cybersecurity risk assessments, compliance audits, and evaluation and testing of hardware, firmware, and software for potential impacts on system security.Investigate and resolve security incidents such as intrusions, frauds, attacks, or leaks.Provide coaching and guidance to less-experienced professionals and serve as a Value Stream Manager.Core Competencies:Business ContinuityClient Relationship ManagementRisk ManagementSystems IntegrationTechnology AwarenessStrong communication skillsBeacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.Company Profile:Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you.Beacon Hill. Employing the Future™