Analyst, IT Operations

Job Purpose

Enterprise Operations provides 24x7 support for the organization’s Enterprise Applications and Offices by performing proactive routines that ensure service impacts are avoided. Staff members also interact with peers in Operations, Engineering, and the business to facilitate effective handling of service outages.

Responsibilities

• Incident Management
  • Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.
• Problem Management
  • Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
• Operational Readiness for New Services
  • Completing checklists that support pre-production deployment of network services. This includes assurance that Enterprise Operations has updated management for all related application components and its dependencies, and the staff is capable of performing established recovery procedures.
• Change Management Planning and Configuration Implementation
  • Coordination of changes at the CAB and periodic quality reviews with Engineering. Implementation of tasks assigned to Enterprise Operations and support for those implemented by other teams
• Service Requests, Network Maintenance, and Operational Support
  • Executing requests for analysis or support. Representing Network Operations’ strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health.
• Process Improvement
  • Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.

Knowledge and Experience

• Bachelor’s Degree in Computer Engineering or related field.  3+ years or experience in lieu or educational credentials.
• Strong written and verbal communication
• Familiarity with 365 Office Suite
• Active Directory Administration Experience
• Ability to troubleshoot IT/Application related issues
• Ability to multitask and work independently on projects
• Perform monitoring for new events to open incidents
• Prepare documentation of runbooks
• Coordinate with other teams on changes to production systems
• Interact with Engineering, Development, and Business
• Develop and propose solutions for the knowledge base
• Understanding of process monitoring using monitoring solutions
• Understand priority for high Severity incidents