Infrastructure Service Delivery Analyst - WFH

About the role

This position is responsible for handling 24x7 operations infrastructure support services of all non-production and production environments in the areas of responsibility. Key duties include using analytics to improve service, availability, and customer interactions; resolving incidents and issues escalated by vendors; transitioning knowledge from design/build teams; and managing operational vendor performance. This is a work-from-home (WFH) role. Sponsorship is not available, including if you are currently on OPT.

Requirements

• Bachelor’s degree and 2 years in Information Technology, OR
• Technical Certification and/or College Courses and 4 years Information Technology experience, OR
• 6 years Information Technology experience
• Knowledge of ITIL v3 framework
• Knowledge of ITSM systems
• Knowledge of all Infrastructure technologies, including monitoring and event management technologies
• Experience with Network (data and voice) technologies
• Experience in deploying and maintaining complex Network architecture
• Foundational understanding of networking concepts, including: TCP/IP, VLANs, Routing and Switching, DNS, DHCP, VPN solutions, and Wireless Networking
• Supplier management
• Infrastructure domain knowledge
• Continuous improvement
• Incident management
• Knowledge of required technologies (including 3rd party solutions)
• Problem Management / Root Cause Analysis (RCA)
• Customer service orientation
• Adaptability and ability to introduce/manage change
• Drive conflict management in high-pressure situations
• Performance/metrics-driven decision making

Preferred Qualifications

• Bachelor’s degree in a relevant field (IT, Engineering) or equivalent career experience
• Oral/written communication skills
• Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
• Experience with Cisco Catalyst switching and routing hardware and software
• Experience with SDWAN technologies
• Experience with Cisco ACI
• Experience with Cisco Wireless solutions
• Experience with solutions for users to remotely connect into the company
• Experience with managing and operating Domain Name Services
• Familiarity with Managed Service Providers performing day-to-day oversight of operations
• Familiarity with monitoring tools and read-and-react scripts
• Familiarity with Firewall technologies
• Familiarity with Proxy technologies

Pay

Compensation: $61,500.00 – $136,100.00. Exact compensation may vary based on skills, experience, and location.