Consultant Technical Operations Analyst

Inviting applications for the role of Consultant- Technical Operations Analyst

Technical Operations Center (TOC) is a control center for monitoring critical production systems. As a TOC Administrator, you are responsible for monitoring systems and coordinating incident responses to resolve enterprise-wide technical issues. Candidates will provide eyes on glass monitoring of Company ABC infrastructure and will investigate, verify, report, communicate and escalate any issues. Strong technical writing skills are required to author communications that are sent out to the Company ABC user community and leadership about outages, upgrades, IT challenges, etc. Candidates will also work with the technical teams to write up outage summaries and Root Cause Analysis (RCA) reports for senior management to understand the business impact and corrections to prevent future occurrences. You will have the opportunity to work across a wide variety of IT issues and learn about many different technologies, with the opportunity to grow into more advanced roles.

Responsibilities

Customer Service

• Act as single point of contact and liaison between business and IT as well as between multiple IT groups.

• Take ownership of problematic issues and manage until complete and/or engage the appropriate support groups to ensure issues are completed in a timely manner.

• Maintain a general understanding of the business and functions being supported to provide relevant solutions.

• Maintain awareness of service level agreement targets to help meet or exceed requirements.
  

Diagnose, Research & Resolve Support Requests

• Respond to support requests made via telephone, e-mail, and ticketing portal to resolve technical issues.

• Route tickets to the appropriate support group and alert team members to action items as needed.

• Perform basic troubleshooting and document steps taken within ticket.
  

Monitoring

• Monitor system performance for all mission critical applications to identify trends and gather data.

• Identify recurring and potential problems to escalate situations to senior team members.

• Respond to alerts and notifications, open severity tickets, and open/manage bridge lines during outages.

• Send incident reports to business and IT with updates of all system degradation and outages.

• Perform smoke tests to ensure all systems are operational.

• Escalate to senior management immediately if checkpoint fails or rollback is required.

Qualifications we seek in you!

Minimum Qualifications

• Excellent written and oral communication skills. Always maintains professional and respectful tone with all customers, both internal and external.

• Understands the importance of taking ownership of an issue and being accountable for escalating, following up, and sending out updates in a timely fashion.

• Self-motivated individual who is determined to further his/her career by utilizing down time for studying and improving knowledge and understanding of monitoring tools.

Preferred Qualifications/ Skills

• System Administration

• Splunk

• SQL / JQL

• Report writing

• Logging & Monitoring Systems

• Application Performance Monitoring

• Knowledge of ITIL

• Team Lead Experience