Enterprise Ops Cntr Analyst - InfoPeople Corporation

Job Purpose

The Enterprise Operations Center (EOC) Analyst is responsible for delivering day-to-day infrastructure operations, including monitoring and alerting, batch scheduling and processing, transmission of electronic data files, and initiating incident management activities in a 24x7x365 environment. The primary role will be to monitor the event console, react to alerts, create tickets, and execute Tier 0 tasks within SLA.

Autonomy

Works under routine direction. Uses limited discretion in resolving issues or inquiries. Works without frequent reference to others.

Influence

Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers, and partners. May have more influence in own domain.

Complexity

Performs a range of work activities in varied environments. May contribute to routine issue resolution.

Business Skills

Understands and uses appropriate methods, tools, and applications. Demonstrates a rational and organized approach to work. Identifies and negotiates own development opportunities. Has sufficient communication skills for effective dialogue with customers, suppliers, and partners. Is able to work in a team. Is able to plan, schedule, and monitor own work within short time horizons. Absorbs new information when it is presented systematically and applies it effectively.

Key Responsibilities

Day-to-Day Infrastructure Operations

• Executes standard and repetitive technical and operational tasks.
• Manages operational incidents to resolve them within agreed service levels according to their priority.

Monitoring and Alerting

• Responds to events and alerts raised by the monitoring toolsets and initiates incident management activities accordingly.
• Refers alerts to the relevant party according to escalation procedures, aiming to prevent incidents.

Physical Data Center Operations

N/A

Continuous Improvement

• Identifies improvements in processes to minimize incident occurrence or increase speed of resolution.
• Contributes to regular operational performance reviews to generate continuous improvement opportunities.

Qualifications

• High school degree
• 2 – 4 years of working experience providing infrastructure operations support
• Working experience with monitoring technologies and analyzing real-time statistics
• Working experience with a ticket management/service desk system
• Working experience in an ITIL-based environment
• Working experience as a participant in a change management process
• Working experience in Microsoft Office products
• Working experience in a Network Operations Center (NOC) or IT Operations Center (EOC)
• Networking, Linux, Splunk, AWS certifications
• Military experience as a non-commissioned officer