Sr IT Operations Analyst

Supervisor, Information Technology

Responsibilities:

• Monitor incident and request dashboards or queues to ensure the appropriate priority and triage during assigned shift.
• Work with the team, management, and SAS Service Owners to create, maintain, and improve the documentation needed by the team for successful execution of daily tasks.
• Meet SLA for customer reported incidents and/or requests.
• Review and assess OLA/ SLA data with SAS Service Owners to improve incident resolution and request execution.
• Resolve incidents and fulfill requests utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, and excellent documentation skills.
• Using work instructions, knowledge bases, SOPs (Standard Operating Procedures) and runbooks, support a broad set of hosting technologies including the SAS platform, operating systems, and other supporting IT infrastructure.
• Facilitate adherence to ITSM policy across all aspects of service delivery
• Drive customer first in all service interactions in a dynamic environment while managing competing demands.
• Provide inputs to help establish development goals, evaluate performance, identify training needs, and train new team members.
• Work with other shift supervisors and GOC Management to ensure consistent service delivery.
• Work 24x7 on monthly rotating schedule including weekends and holidays.

Qualifications

Essential:

• Bachelors degree in computer science or related field plus seven years experience in IT. An equivalent combination of education, training, and experience may replace these requirements.
• Experience providing infrastructure, OS, and/or application support for customers.
• Technical Skills
• Operating Systems: Windows, RHEL Linux
• Application: SAS, Java based enterprise applications
• Proven leadership skills, including the ability to train employees with varying skill sets.
• Strong troubleshooting skills
• Professional writing, verbal, and interpersonal communication skills are essential.
• Ability to work in a strong team environment as well as independently.

Preferred:

• ITIL Foundation Certified
• Experience with ServiceNow (IT Operations Management, IT Service Management).
• Knowledge of multiple operating systems.
• Knowledgeable in Six Sigma, Lean or related methodology.
• Basic security and compliance knowledge.
• Knowledge of VMware and cloud hosting providers.