TEC - Infrastructure Engineering Senior Analyst - HIH

Key Responsibilities:

• Provide routine technical assistance and resolution for non-complex network problems.
• Apply standard techniques and procedures to routine instructions requiring professional knowledge in specialist areas.
• Plan, monitor, and evaluate enterprise system performance; recommend improvements and upgrades.
• Assist in developing technical standards and application interfaces.
• Provide guidance, coaching, and direction to junior team members in IT Technical Operations.
• Deliver advanced professional input on complex IT support assignments and projects.
• Design, develop, test, debug, and implement moderately complex operating system components, software tools, and utilities.
• Modify existing software to fit specialized needs and maintain program libraries and technical documentation.
• Plan, schedule, and implement IT tasks, taking corrective actions to stay on schedule.
• Work autonomously, consulting expert-level technical support only when necessary.
• Utilize professional knowledge to develop models, procedures, and monitor trends within Technical Support.
• Perform eyes-on-glass monitoring of IT infrastructure using business standards and proprietary tools.
• Raise and triage incident tickets in response to monitoring and user-reported issues.
• Manage incident telephone calls and engage proper teams for resolution.
• Document processes, procedures, and technology used in the Enterprise Operations Command Center.
• Create Standard Operating Procedures (SOPs) for IT incident handling.
• Maintain IT environment health by correlating monitoring alerts with active changes and incidents.
• Execute tasks with forward planning and anticipation of needs/issues.
• Collaborate with internal and external teams to improve quality of alerts and incidents.
• Design, implement, and maintain scheduling tool processes for installs, uninstalls, and upgrades.
• Provide Level 2 support and coordinate tool upgrades with vendors.
• Perform checkout after tool upgrades and provide on-call support for scheduling tool anomalies.