Concentra IS Operations Specialist II

Concentra•Addison, TX

15h•Onsite

About The Position

The IS Operations Specialist II is responsible for monitoring and following runbooks supporting IS Infrastructure and applications, working closely with other teams upon discovery. In addition, they will deliver quality customer service and performing daily incident and task management. This role supports the day-to-day operations of the data center and monitoring of environmental infrastructure. The areas of responsibilities include completion of assigned incidents and tasks, responding to monitoring alerts, updating monitoring systems, troubleshoot and document technical issues, and interface with end users and business customers. This position must coordinate and communicate with other IS resources who are assigned to support application issues and project tasks. They also work with vendors on network and application issues and act as a liaison between technical teams and vendors to drive resolution of issues.

Requirements

Associate Degree from an accredited college or university or Experience in lieu of required education is acceptable
1 year of experience
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
Customer service orientation
Excellent verbal and written communication skills
Ability to work independently with minimal direction, as well as being part of a team
Excellent analytical and problem solving skills are essential.
Ability to work with multiple teams and vendors to drive resolution
Resourceful - utilize all tools, expertise and knowledge bases to drive resolutions
Must possess a personal sense of urgency
Ability to effectively multi-task and prioritize
Excellent time management and organizational skills
Attention to detail
Dependable to consistently fulfill shift and schedule expectations
Ability to think outside the box
Willingness and ability to adapt to change

Responsibilities

Onsite coverage required to follow established run books while monitoring application and infrastructure environments. This support includes but is not limited to, application, end user hardware and software, network connectivity and data center systems. Other tasks such as physical walk-throughs, data center tape rotations and pickup coordination will be handled by this role.
Engage with other analysts. leads, leadership to ensure that runbooks are up to date or accurate, communicating with leadership when updates needed.
Respond to alerts, end-user reports and escalations, by following proper escalation procedures as needed, per run books.
Meet service level objectives by performing independent review of open incidents and tasks to ensure service level objectives and are met. Keeping impacted up to date with updates.
Follow guidelines and training as new or updated monitoring responsibilities are on boarded to the Network Operations Center.
Log all issues promptly and accurately with detailed up-to-date information. This includes the creation and logging of incidents and email communications. Meeting expected levels of quality during quality checks.
Engage with others to provide timely communication and escalation of customer impacting problems. Initiate escalation, as appropriate, to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
Provide end user support by following phone and incident management guidelines to answer, document, and resolve or escalate Solution Center calls when scheduled to handle Solution Center overflow.
At shift start and end, perform an effective hand off to Network Operations Center colleagues on all open issues, which includes a review of outstanding issues, status, communication requirements towards resolution.
Scheduling flexibility is required and consistent adherence to schedule is expected as the Network Operations center is responsible for onsite coverage of the Data Center 24 hours a day, 365 days a year. Flexibility and willingness to adjust work schedule if needed to cover colleagues' PTO.
Contribute ideas and suggestions for improving policies and procedures, as well as participate in relevant information sharing discussions.