Service Operations Analyst I
About the role
Responsible for the 24 x 7 health of all monitored and managed systems, network and applications. This role provides IT technical and application support to the WCM community and is responsible for identifying incidents/events, analyzing problem trends and overseeing the management/resolution of issues. This role is also responsible for reviewing monitoring status, correlating events, understanding alarm diagnosis and incident/event trends, as well as troubleshooting and resolving discovered issues under the scope of Operations Center supported services.
Responsibilities
- Responsible for monitoring and troubleshooting of processes, system triage and recovery for all infrastructure, applications, and data center(s) environments.
- Identifies operational risks and proposes alternative solutions.
- Participates in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.
- Participates in 24 x 7 monitoring and troubleshooting of Service Operations Center-monitored services, including Infrastructure, Networks, applications and monitored applications.
- Performs triage and remediation of detected issues.
- Responds to tickets and phone queue for Service Operations Center.
- Administers servers, storage, and/or backup technologies.
- Works collaboratively with engineering team to provide continuing service management and support on all production and test/development systems.
- Provides support and maintenance for all current and new systems.
- Monitors event console, identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage.
- Provides ongoing support and management of monitoring tools.
- Participates in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks.
- Ensures SOP procedures have been fulfilled and that work instructions and SOPs are being followed.
- Ensures that service requests are fulfilled as per the operational level agreement and committed fulfillment time.
- Develops knowledge base articles and work instructions for inclusion into knowledge base of record.
- Follows WCM ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management.
- Follows the change management process for operational change tasks to ensure compliance for change management.
- Ensures all change management tasks are complete.
- Occasionally assists with data center(s) activities such as shipping, delivery, inventory, and operational tasks.
Requirements
Education: Bachelor's Degree
Experience: Bachelor's degree in a related field or four years of equivalent technical experience is required. ITIL v3 Foundations is highly desired. Network+ certification is highly desired. VMWare, Microsoft Server, Red-Hat Linux, A+, Security+, and or Network+ certification(s) preferred. CCNA or CCENT certification preferred.
Skills
- Excellent communication skills (both verbal and written).
- Results driven individual who enjoys working in a fast paced and challenging environment.
- Capable of working independently with little supervision or direction.
- Excellent operations, troubleshooting, and critical thinking skills.
- Technical acumen and the ability to facilitate and manage technical bridge lines that cross multiple domains.
- Ability to quickly determine root cause, business impact and resolve issues as quickly as possible.