IT Ops Computer Operations Analyst
Summary: Position is responsible for operating and monitoring computers, computer-related hardware/software and other operations’ area equipment; along with first level support of reported issues. This position requires analytical and problem solving skills to identify, diagnose\triage and escalate issues to the appropriate departments or management.
Essential Duties and Responsibilities
Individual is responsible for performing support activities in computer and network operations under minimal supervision for a 24/7/365 Data Center.
Provide on-the-job training for Computer Operators
Interact positively and professionally with clients to quickly identify, diagnose, resolve and document client issues by following Incident Management Procedures
Execute daily/nightly Computer Operator tasks which include, but are not limited too
HP Nonstop, Mainframe and Distributed Systems alert monitoring and reporting using multiple applications to maintain system and application availability and identify production and potential production issues
Analyze, diagnose and resolve system errors, malfunctions, miss-configurations and job stoppages to maintain services, enhance capabilities and prevent system outages
Batch job processing, resolution alert monitoring and reporting using multiple applications
Client support and issue tracking resolution via emails, phone calls or monitoring alerts
Create, triage, monitor and update incident requests via a ticketing management system
Document all production related issues and actions for resolution
Monitor change management activities to ensure awareness of scheduled work as it relates to the production environments
Keep up-to-date technically and apply new knowledge where appropriate
Document and report daily tasks, responsibilities, change requests and incidents to the oncoming shift
Complete hourly system checks, service level agreement tracking, tape management processes, call queue monitoring, request statistic reporting, approved system and database changes via production access requests and execute temporary IVR access requests
Report and escalate downed circuits to Telco providers for trouble resolution as needed
Off hours support for Active Directory, and application specific password resets
Execute daily/nightly first tier support for production applications which include, but are not limited to
Assist in recovery procedures
Participate in project activities as needed
Research root cause and correct where possible for job/batch aborts
Timely and accurate incident escalation to the Command Center Operations Management and support teams; timely and accurate incident reporting to all business units via an in house emergency broadcast system
Determine need for and initiate conference bridges for issue resolution support teams
Create, update and distribute procedural documentation as needed
Maintain accurately updated statistical information of impacting issues for trend analysis, problem management, and reporting purposes.
Maintain and document computer hardware for Command Center Operations
Assist in day-to-day Network Operations Center Associate tasks as needed, such as resetting VPN tunnels
Actively seek out, document and report process improvements for the Command Center Operations team. Accurately and thoroughly look for ways to improve and promote quality and apply feedback to improve performance and monitor individual work
Complete daily and weekly time tracking
Assist in maintaining a clean work environment
Perform overflow support for other roles as needed
This position does not have supervisory responsibilities; position is responsible for training of Computer Operators.
Qualifications: To perform this job successfully, an individual must be able to demonstrate they are able perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate Degree/Technical Certification in Computer Science or related filed or 2+ years related Computer Operations experience and/or training; or equivalent combination of education and experience is required
Network Operations experience a plus; experience controlling and monitoring a multi-platform environment, HP NonStop, Web applications, Mainframe and Distributed Systems is a plus
Knowledge and proven understanding of Information Technology Infrastructure Library (ITIL) is a plus
Must be security minded and possess strong documentation skills, with general knowledge of procedure documentation
Proficient with structured wiring and cable management best practices
Critical and analytical thinking skills are required and the ability to work under pressure is essential.
Must have a basic understanding of networks, and be familiar with the concepts of “ping”, “trace route”, ”SNMP”, and “NSLOOKUP”
Must possess strong verbal and written communication skills
Must demonstrate accuracy and thoroughness, look for ways to improve and promote quality, apply feedback to improve performance and monitor own work to ensure quality
Must be proficient with the use of Microsoft Windows and Office products and be able to type a minimum of 30 wpm.
Possess ability to act upon oral and/or written instruction provided; ability to troubleshoot quickly and accurately; effective time management skills
Must be a team player with ability to establish and maintain effective working relationships with team members, clients and vendors, able to adapt to changes in the work environment, i.e., managing competing demands, delays or unexpected events while maintaining composure/flexibility
Must be dependable, accountable for own actions, demonstrate initiative to actively detect and resolve issues and evaluate feedback to balance expectations with goals
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must be able to lift 40+ pounds on an occasional basis
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position requires work schedules of days or nights to support a 24/7/365 work environment
Individual must be flexible to work overtime as needed, in addition to holidays
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
- Job Family IT
- Job Function Analysts
- Pay Type Hourly
- 5301 Maryland Way, Brentwood, TN 37027, USA