What are the responsibilities and job description for the Operations Analyst- hybrid in Pittsburgh, PA position at A.C. Coy?
Overview
Location: Hybrid
Job Type: Contract/Full- Time
Work Authorization: No Sponsorship
Hours: 3pm-11pm- Tuesday thru Saturday
The A.C.Coy Company has an immediate need for an Operations Analyst. Ideal candidates will serve as the main point of contact for all incident and service issues escalations.
Responsibilities
- Serves as the main point of contact for all incident and service issue escalations directed to the Service Management Organization
- Ensures that incident management processes are efficiently and effectively followed
- Determines the impact and priority of incidents based on affected customers and/or business units
- Communicates operational issues to respective IT management, support teams, and incident communication managers
- Provides outage notification and recovery effort updates to business units
- Engages various support teams and resources to major incident bridges
- Manages and coordinates troubleshooting and recovery efforts between support teams
- Ensures continuous collaboration with IT Operations Management and other areas or teams
- Documents initial issues, recovery activities, and resolution steps taken
- Ensures prompt resolution and coordination of incident management activities during recovery efforts
- Updates and validates outage information in availability management tools for reporting and tracking purposes
- Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents
- Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives
- Acts as secondary support to Change Manager for off hour scheduled activities
- Works with Problem Management and Change Management to resolve incidents
- Prepares operational status reports to IT Operations Management
- Be part of on call Rotation
- Monitors Critical/Core systems delivering services to business units and customers
- Provides guidance to Novice Analysts
- Use SME knowledge in Incident Management policy and procedures
Qualifications
Education: Degree is preferred
Relevant industry experience to be successful in this role is typically 7 Years.
Experience:
- 7-10 years’ of IT Service Delivery experience
- Expert understanding of networking and enterprise monitoring applications (SolarWinds, OP5)
- Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT
- Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement
- Ability to drive technical solutions and services across all environments and architectures including but not limited to cloud, on-prem, physical and virtual
- Experience developing and updating internal processes and procedures and maintaining a knowledge-based document library
- Experience with Batch Monitoring Applications like Control-M
