Operations Analyst, Mainframe

About the Role

The primary purpose of this position is to perform technical tasks 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

• Service Delivery – 60% Job Weight
  • Collaborate with customers, suppliers, and fellow employees to prioritize and deliver services that meet or exceed business needs.
  • Deliver services within defined SLAs and security/compliance requirements.
  • Complete and ensure completion of daily operational documentation; transfer knowledge to the next shift.
  • Provide tier-1 support for incoming calls via telephone, email, and web portal. Address and resolve problems using supplied training material and customer documentation; document all issues in the appropriate ticketing application and escalate to Managed Services Engineers as needed.
  • Complete assigned customer workload, including monitoring and investigating system alerts and events, and assign resources appropriately.
  • Ensure issues are communicated to customers in a timely and effective manner.
  • Interface with customers, managed services staff, and third-party vendors to resolve issues.
• Analysis – 20% Job Weight
  • Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
  • Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement.
  • Review operations business processes for their ability to address customer needs, identifying areas where processes need enhancement or better documentation.
• Design – 10% Job Weight
  • Engineer tactical and strategic solutions that meet or exceed business needs, focusing on simplicity of design and ease of use.
  • Use a balance of technical and business acumen to arrive at solutions.
  • Partner with stakeholders on the creation and streamlining of support processes.
• Leadership – 10% Job Weight
  • Enable and lead change, service recoveries, projects, and/or coworkers.
  • Engage in communication that drives understanding, alignment, and informed decision-making.
  • Hold self and others accountable for the quality and timeliness of work products.
  • Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members clearly and timely. Ensure understanding, listen to concerns, and relay team feedback to management.
  • Constructively communicate process improvement opportunities, such as customer support documentation, support workflows, coverage model changes, and implementation of new tools and technology.

Requirements

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field, and at least 6 months of Information Technology work experience, OR
• 2 years of college coursework in a technical field, and at least 6 months of Information Technology work experience.
• Willingness to work shifts including weekends, holidays, and overtime as part of a 24/7 managed services operations team.
• Experience with one or more of the following technologies:
  • IBM System z mainframe systems and associated peripheral hardware and software.
  • Monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar.
  • Help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.
• Experience in a managed services environment (a plus).

Skills

• Results-oriented with strong attention to detail.
• Ability to collaborate effectively across all levels.
• Adaptability and flexibility in dealing with people and unexpected situations.
• Strong multi-tasking skills and ability to work under minimal supervision.
• Proficient verbal and written communication skills.
• Excellent customer service skills.
• Ability to establish positive working relationships and work as a team player.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).

Pay

$27.12/hour - $39.22/hour, depending on experience and skill set.

Benefits

For benefits overview, visit CDW Benefits.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. We act as one—building trust, speaking candidly, and working together to deliver for our customers. We focus on what matters most, play to win, and think forward—staying curious, moving fast, and continuously learning.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to turn ideas into outcomes. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. CDW is committed to being an AI-fluent organization, valuing curiosity, a learner’s mindset, and a willingness to engage with evolving technology and tools.