IT Operations Service Delivery

HP•New York, NY

1d•$24 - $34

About The Position

This role monitors systems, detects performance issues, and resolves technical problems on assigned hardware and software platforms or applications using established protocols. It also addresses customer issues and inquiries to support high customer satisfaction, performs routine installations and configurations, and executes scripted change management activities while following incident, change, and problem management processes. The role is moderately complex and requires intermediate problem resolution. It supports department-level operational plans with minimal supervision, maintains data confidentiality, meets production goals, and aligns individual work with organizational strategy. The position has an impact across multiple teams and acts as a project leader by directing team activities and facilitating information validation and team decision-making. The schedule is full time on Shift 1, with 25% travel and no relocation offered.

Requirements

High school diploma, GED, higher secondary education, commensurate work experience, or demonstrated competence.
At least 4 years of related work experience, preferably in maintenance, quality, or a related field.
Knowledge or skills in Agile Methodology, Amazon Web Services, auditing, automation, business process, business requirements, change management, computer science, data analysis, DevOps, finance, information systems, information technology infrastructure library, IT service management, Linux, Microsoft Azure, project management, SAP Applications, Scrum (Software Development), and technical support.
Cross-organizational skills in effective communication, results orientation, learning agility, digital fluency, and customer centricity.

Responsibilities

Monitor systems to detect performance issues and resolve technical problems on assigned hardware and software platforms or applications using established protocols.
Identify incident trends and escalate incidents within required timeframes and according to established protocols.
Conduct routine installations and configurations, and assemble and integrate systems or products in accordance with standard protocols.
Respond to common service, product, technical, and customer-relations inquiries, resolving problems promptly and appropriately.
Execute approved and documented scripted change management activities while following incident, change, and problem management processes.
Maintain daily production goals and meet or exceed contract-required response times.
Align work with strategy, collaborate with teams to improve operations, and implement process improvements that standardize processes globally.
Adhere to established standards, protect data confidentiality, and support business processes using independent judgment.
Complete process-oriented assignments, share technical information, and support department-level operational plans.
Identify and solve varied problems and complete day-to-day tasks with forward planning and minimal supervision.
Provide project leadership across multiple teams by directing team activities and facilitating information validation and team decision-making.