What are the responsibilities and job description for the Operations Analyst position at Sriven Systems Inc.?
Job Details
Detailed Statement of Duties and Responsibilities:
- Proactively monitor systems for availability, capacity, and performance; investigate and analyze problems/issues, assess criticality, and report as required.
- Ensure issues are identified, documented, communicated, and appropriately escalated for timely resolution.
- Maintain acceptable levels of service performance in resolving issues, data collection, recording, reporting, and maintaining controls over IT processes.
- Set up and configure Dynatrace dashboards to track system performance, application behavior, and user experience metrics such as response times, throughput, and error rates.
- Create custom alerts in Dynatrace to detect performance degradation, triggering timely resolution before impacting end users.
- Collaborate with technical and non-technical personnel (agency functional experts, vendors, PMO, architects, etc.) to resolve open issues and update status and maintenance in the ticketing system.
- Provide technical support for daily operations and oversee production system maintenance activities in close cooperation with vendors.
- Participate in the patch management process for servers, systems, and software.
- Support data updates and create both scheduled and ad-hoc reports using SQL and other DB tools.
- Develop project plans/timeline estimations and identify key milestones for the operations team.
- Monitor, track, and complete project tasks, ensuring outputs are timely, high quality, and tailored to stakeholder needs.
- Develop and implement best practice methodologies to enhance operations efficiency.
- Provide support for tracking, validation, and driving closure of PROD Batch Schedule exclusions, workarounds, defects, and data corrections.
- Manage the User Access Request process for database, monitoring tools, and other HIX system access.
- Manage the Digital Certificate update process in close cooperation with vendors.
- Maintain the software inventory list, including the latest versions and planned updates.
- Design presentations at high levels, incorporating advanced features of PowerPoint, Excel, etc.
- Adhere to all Secretariat, EOHHS IT, and relevant management policies, procedures, and standards.
Job Requirements: Education and Experience
- Bachelor s Degree in Information Systems, Computer Science, or a closely related field.
- Minimum of 5-8 years of analytical experience, preferably within operations and system engineering roles with a focus on performance monitoring and troubleshooting.
- Experience working in a production environment with mission-critical systems, preferably in a regulated or government setting.
- Proficiency with MS Office applications including Outlook, Word, Excel, PowerPoint, MS Project, and Visio.
- Deep knowledge and hands-on experience with Dynatrace.
Preferred Qualifications:
- Demonstrated ability to solve complex IT problems, monitor servers, and generate reports.
- Ability to resolve problems as they arise and handle situations expeditiously.
- Must be a self-starter with a broad technical background in systems, software, and technology, possessing both critical-thinking and analytical skills, and able to multi-task.
- Proven experience diagnosing and resolving complex IT issues using performance data from enterprise monitoring tools like Dynatrace.
- Familiarity with tools and technologies such as Dynatrace, QuickSight, AWS.
- Basic scripting skills (e.g., Linux shell, Python) for task automation related to monitoring and reporting.
- Familiarity with synthetic monitoring, log analytics, and APM (Application Performance Monitoring) best practices.
- Experience creating reports using SQL and Toad or SQL Developer, with a working knowledge of basic DB concepts.
- Experience creating/interpreting architectural diagrams, ER diagrams, and other technical documents.
- Demonstrated experience with ticketing systems, preferably ServiceNow.
- General knowledge and experience with developing and presenting status reports, trends, and metrics.
- Ability to take notes and document all user interactions and steps taken.
- Excellent communication skills with technical and non-technical staff.
- Ability to develop and maintain effective relationships with management, vendors, end users, and program team members.
- Working knowledge of JIRA & SharePoint.
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