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Senior Specialist, Incident Management


Roseland, NJ
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Job Details

Position Title: Senior Specialist, Incident Management
Job Code: 438478
Job Location: New Jersey-Roseland

Responsible for management of major IT cross-discipline or recurring systems incidents from initiation until an acceptable work-around is in place or resolved. Coordinate appropriate resources to resolve such critical incidents in accordance with service level agreements and operational level agreements. Own all communication during these types of major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved. Coordinate, manage and keep chronology of events during incident management conference calls. Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends; driving down repeat, service impacting failures. Typically has 7 years of IT experience. Leads others to solve complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead teams or projects.

The OCC Network Performance/SWAT team provides tier three expertise to address and resolve cross platform performance or access issues. As a member of the Operations Control Center, this group is tasked with four objectives. First, to troubleshoot and resolve tier three cross platform performance or access issues; second, proactively monitor network resources; third, coordinate and support Business Recovery Testing for network and command center issues; fourth, participate in GBTS/OCC Tool Evaluations and Product Pilot groups.


Once a problem is escalated to the group, the Network Performance/SWAT team establishes a coordinated cross discipline plan of action to research, verify, test, and resolve the problem. The team’s members possess diverse, cross discipline technical and interpersonal skills enhancing their problem solving expertise.


The successful candidate will be expected to provide or assist with:

  • Tier 3 support in troubleshooting Prudential’s Switched/Routed network infrastructure.
  • Tier 3 support for Mainframe, VTAM, CICS support.
  • Tier 3 support for Wintel/VM, Linux and UNIX Server environments.
  • Tier 3 support for Mobile App environments (IOS, Android, Mac)
  • Monitoring of and weekly reporting on capacity and performance of Prudential’s network.
  • Expertise in distributed computing environment. Allowing the team to resolve numerous client /server issues across the enterprise.
  • Expertise in Internet/Intranet client/server communications scripting and browser optimizations.
  • Provide Comprehensive Reporting to Business Units and ETS concerning team findings and recommendations on improving overall systems, network, server, and application performance.
  • Provide support to OCC Incident Management Area.
      • Provide telephone coverage for Incident Management staff meetings, overflow during heavy volume periods, Business Continuation Exercises.
      • Review OCC’s previous day’s Sev 1 and Sev 2 Remedy Tickets.
      • Provide cross-training for OCC for ETS toolset and high-level technological updates.
      • Assist Incident Managers with triage, when necessary.
  • Develop and share product knowledge through pilot project participation
      • Participate in Tool Evaluations.
      • Participate in Cloud Technology Learning or Development Sessions.
  • Provide Infrastructure support and enhancements to the OCC facilities in both Roseland & Dresher locations
  • Experienced in automation and standardizing processes
  • Perform any special/miscellaneous assignments, projects, tasks or duties assigned by management.
  • Experience with ITIL framework in a large enterprise organization; ITIL certification preferred
  • May have to work evenings / weekends as required

The following skill set is preferable:

  • Strong Leadership skills
  • Strong interpersonal skills
  • Strong diagnostic skills
  • Clear documentation and communication skills
  • Experience building, configuring and/or troubleshooting servers
  • Working knowledge of network infrastructure
  • Working knowledge of desktops/VDI configurations
  • Working knowledge of WINS, DNS, DHCP, Active Directory
  • Working knowledge of Business dependencies on technology

It would be an asset for the individual to have:

  • A Process and Detail oriented mindset
  • Initiative (self-motivated)
  • Technical aptitude
  • Experience with GBTS supported tools (i.e. VitalNet, NetFlow, Aternity, Thousand Eyes, Splunk, Wireshark, Fiddler, Netcool, Remedy (Migrating to Service Now), Acme, F5 (Big IP), VMWare, Secure Shell (SSH) and others)
  • Four-Year College degree or equivalent relevant experience

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.
Job Function: Information Technology
Schedule: Full-time
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