CTS Operations Analyst 6PM-6AM

About the role

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.

Responsibilities

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
• Delivers services within defined SLAs, SLOs, and security/compliance requirements.
• Completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
• Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
• Completes assigned customer workload, including, but not limited to, investigation of issues or monitoring events, and assigning resources appropriately.
• Ensures issues are communicated to customers in a timely and effective manner.
• Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.
• Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
• Regularly review reporting from our various tools and applications. Analyze data to identify trends and opportunities for service improvement.
• Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented.
• Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions.
• Partner with stakeholders on creation/streamlining of