Technical Support Senior Analyst - HIH

Key Responsibilities:

• Perform eyes-on-glass monitoring of IT infrastructure using business standards and proprietary tools.
• Raise incident tickets in response to monitoring alerts.
• Triage and resolve IT tickets from monitoring and user-reported issues.
• Manage incident calls and engage proper teams to resolve incidents.
• Document processes, procedures, and technology used by the Enterprise Operations Command Center.
• Create and maintain Standard Operating Procedures (SOPs) for handling IT incidents.
• Maintain IT environment health by correlating monitoring alerts with active changes and incidents.
• Execute tasks requiring forward planning and anticipation of issues.
• Partner with internal and external teams to improve the quality of alerts and incidents.
• Design, implement, and maintain processes for scheduling tool agent installs, uninstalls, and upgrades.
• Provide Level 2 support and coordinate with vendors.
• Communicate and coordinate tool upgrades and perform post-upgrade checkouts.
• Provide on-call support for scheduling tool anomalies (EVN and USM).
• Communicate technical concepts to individuals with varying levels of technical expertise.