Operations Analyst

The Role

As an experienced Operations Analyst, you will share new ideas and collaborate on projects within a collaborative environment.

Responsibilities

• Consolidate support activities and provide consistency in first response to application issues.
• Execute on the incident resolution workflow and standardize reporting.
• Provide overall cost savings due to scale through 24x7x365 on-call coverage for any escalated issues.
• Triage and support incident resolution with Kroger's Major Incident Management team and other identified teams.
• Coordinate communications among identified stakeholders.
• Document root cause analysis (RCA) of major incidents and develop course of action for preventative steps.
• Resolve incidents as per the agreed upon Service Level Agreements (SLAs).
• Perform trend analysis of tickets and escalated tickets on a weekly and Kroger period basis.
• Create and maintain Problem tickets for significant recurring incidents.

Requirements

• Ability to work independently and collaborate as part of a team.
• Meticulous attention to detail and quality of work product.
• Strong interpersonal skills and professional demeanor.
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment.
• Ability to provide clear guidance to others.

Qualifications

• 3+ years of experience in Production Support, developing scalable, high-performance enterprise applications.
• Bachelor's degree in information technology, business, healthcare, or a related field; or equivalent experience.
• Experience using Microsoft Word, Excel, and PowerPoint.
• Preferred: Experience supporting retail business operations.

Skills

• Effective written and verbal communication skills.
• Ability to build and sustain professional relationships.
• Ability to lead projects or workstreams.
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment.

Pay

N/A

Schedule

N/A

Benefits

N/A