Operations Analyst, Mainframe

CDW

8d•$27 - $39•Onsite

About The Position

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. This role involves a significant focus on Service Delivery (60%), Analysis (20%), Design (10%), and Leadership (10%). The Operations Analyst will be accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed business needs, ensuring services are delivered within defined SLAs and security/compliance requirements. Key responsibilities include providing tier-1 support, completing daily operational documentation, monitoring system alerts, communicating issues to customers, and interfacing with various stakeholders to resolve problems. The role also requires studying and interpreting incidents, analyzing data for trends and service improvement opportunities, and reviewing/enhancing business processes. Additionally, the analyst will engineer solutions, partner with stakeholders on support processes, enable change, and communicate process and environment changes to team members.

Requirements

Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 6 months of Information Technology work experience OR 2 years college coursework in a technical field, at least 6 months of Information Technology work experience.
Willing to work other shifts including weekends, holidays and overtime as part of a 7 day per week, 24 hour per day managed services operation.
Experience with IBM System z mainframe systems, and associated peripheral hardware and software.
Results oriented.
Attention to detail.
Collaborating 360 degrees.
Adaptability and flexibility in dealing with people and unexpected situations.
Multi-tasking and working under minimal supervision.
Proficient verbal and written communication skills.
Excellent customer service skills.
Establishing positive working relationships and working as a team player.
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar.
Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.

Nice To Haves

Experience in a managed services environment, a plus.

Responsibilities

Perform technical tasks related to the operation and monitoring of assigned technologies for the managed services customer base.
Collaborate with Customers, Suppliers, and fellow Employees to prioritize and deliver services.
Deliver services within defined SLAs and security/compliance requirements.
Complete/ensure completion of daily operational documentation and transfer knowledge to the next shift.
Provide tier-1 support for incoming calls, e-mail, and Web portal inquiries.
Address and resolve problems, referencing training material and customer documentation.
Document all issues utilizing the appropriate ticketing application.
Escalate issues to Managed Services Engineers as appropriate.
Complete assigned customer workload, including monitoring and investigating system alerts and events.
Assign resources appropriately for system alerts and events.
Communicate issues to customers in a timely and effective manner.
Interface with customers, managed services staff, and third-party vendors to resolve issues.
Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
Regularly review reporting from monitoring and ticket applications.
Analyze data to identify trends and opportunities for service improvement.
Review operations business processes for ability to address customer needs, identifying areas for enhancement or better documentation.
Engineer tactical and strategic solutions that meet or exceed business needs with attention to simplicity of design and ease of use.
Use a balance of technical and business acumen to arrive at solutions.
Partner with stakeholders on creation/streamlining of support processes.
Enable and lead change, service recoveries, projects and/or co-workers.
Engage in communication that drives understanding, alignment, and informed decision making.
Hold self and others accountable for quality & timeliness of work products.
Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members.
Constructively communicate process improvement opportunities such as customer support documentation, support workflows, coverage model changes, and implementation of new tools and technology.