What are the responsibilities and job description for the IT Operations Analyst IV position at Computer Enterprises, Inc.?
Job Details
Computer Enterprises, Inc. (CEI) is seeking two talented IT Operations Analysts to join our Client's dynamic team.
Job at a glance:
Overall Purpose:
Job 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 for Storm and Priority One Events.
• Monitors Critical/Core systems delivering services to business units and customers
• Work at Pace - prioritize and follow up on multiple tasks concurrently, with a focus on detail in a fast-paced environment.
• Bend in the wind - not easily frustrated, able to roll with emergencies and shifting focus while delivering a superb user experience.
• Manage relationships with a diverse range of people, including business customers, and the IT leadership team.
• Provides guidance to Novice Analysts. Use SME knowledge in Incident Management policy and procedures.
• Work with teams to improve Observability.
• Listens to differing opinions/knowledge and sets direction.
Supervisory:
This position does not have direct employee reports.
Education/Experience Requirements:
Roles at this level require a university / college degree.
Preferred:
• 7 years’ IT Service Delivery experience (Utility Industry Experience a plus)
• 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
• Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT.
• Experience developing and updating internal processes and procedures and maintaining a knowledge-based document library.
• Ability to work well in a team-oriented, collaborative environment.
• Excellent written and verbal communication skills suitable for both business and IT audiences
• Experience with Batch Monitoring Applications like Control-M
• Comprehensive understanding of networking and enterprise monitoring applications (Solarwinds, OP5)
About CEI:
As a trusted technology partner, CEI delivers solutions that help our customers transform their businesses and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.
#INDCEI
Job at a glance:
- These is a long-term contract, with an initial term of 6 months and is planned for conversion to FTE
- Pay rate is $35-$40/hr W2 optional benefits (Medical, Dental, Vision, and 401k)
- Training period will be fully onsite and then will transition to a hybrid schedule of 2-3 days/wk onsite
- As there are two openings: one schedule will be Sunday-Thursday 3:00pm-11:00pm ET and the other Tuesday-Saturday 3:00pm-11:00pm ET
- Seeking candidates with 7 years of IT help desk experience who are comfortable training less experienced team members
Overall Purpose:
- Analyst IV will work in the Service Management Organization and will perform various functions such as following and developing operational processes and procedure.
- Ensure that all IT services and infrastructure meet operational goals, ability to plan, be alert, and resolve unexpected problems quickly and efficiently.
- Provide 24x7 Enterprise support while adhering to standard IT Incident, Problem and Change Management protocols.
- The position requires working in team and individual environments.
Job 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 for Storm and Priority One Events.
• Monitors Critical/Core systems delivering services to business units and customers
• Work at Pace - prioritize and follow up on multiple tasks concurrently, with a focus on detail in a fast-paced environment.
• Bend in the wind - not easily frustrated, able to roll with emergencies and shifting focus while delivering a superb user experience.
• Manage relationships with a diverse range of people, including business customers, and the IT leadership team.
• Provides guidance to Novice Analysts. Use SME knowledge in Incident Management policy and procedures.
• Work with teams to improve Observability.
• Listens to differing opinions/knowledge and sets direction.
Supervisory:
This position does not have direct employee reports.
Education/Experience Requirements:
Roles at this level require a university / college degree.
Preferred:
• 7 years’ IT Service Delivery experience (Utility Industry Experience a plus)
• 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
• Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT.
• Experience developing and updating internal processes and procedures and maintaining a knowledge-based document library.
• Ability to work well in a team-oriented, collaborative environment.
• Excellent written and verbal communication skills suitable for both business and IT audiences
• Experience with Batch Monitoring Applications like Control-M
• Comprehensive understanding of networking and enterprise monitoring applications (Solarwinds, OP5)
About CEI:
As a trusted technology partner, CEI delivers solutions that help our customers transform their businesses and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.
#INDCEI
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $35 - $40
