Associate Operations Analyst

Summary

Description

Summary of This Role

What Part Will You Play?

• Engages, escalates, and communicates notifications as needed to level 3 technical support, management, and critical incident management. Opens and manages bridge calls for technical teams to gather and begin working towards restoration and/or resolution.
• Provides communication for responses for the resolution of client-impacting issues and for the identification of action plans. Assesses incident criteria to determine if formal root cause analysis is needed. Liaises with internal technical resources and provides technical feedback for communication to internal and external clients.
• Ensures all change activities are appropriately planned, authorized and executed following relevant internal methods, processes, and procedures.
• Participates in the continual service improvement process by providing feedback concerning their role to enhance existing process and service.
• Assists with the administration of automation products, applications, and business processes.
• Assist with identification of tuning opportunities to improve run-time optimization and work with the business/ application team to remedy issues.
• Assist in gathering data needed to maintain a continuous line of communications, keeping internal partners informed of all critical issues.
  

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree, Relevant Experience or Degree in: Information Technology or Business related study; relevant experience in lieu of education
• Typically No Relevant Experience Required
  

Preferred Qualifications

• Bachelor's Degree
• IT or Business related study
• 2 Years Relevant Exp
• Operations experience with CA, BMC or IBM suite of products
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
• Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
• Supervision - Normally receives detailed instructions on all work.
• Multi tasking - Ability to multi task and adapt to several projects at time.
• Mainframe/distributed experience - Ability to understand concepts of mainframe and/or distributed work and processes tied to them.
• Application/Productivity software - Advanced knowledge of software such as Microsoft suite, SQL, DB2 etc.