Service Operations Analyst II Security (Hybrid)
About The Position
This is a senior IT Operations role and a subject matter expert position in a domain such as Security. The role provides technical leadership across primary technologies to the WCM community. It identifies incidents and events, analyzes problem trends, oversees issue management and resolution, correlates events, identifies event trends and problems, contributes to root cause analysis, and troubleshoots and resolves issues within Operations Center-supported services. The analyst monitors and troubleshoots infrastructure, applications, and data center environments; participates in technical escalations; drives incident and problem management improvements; and supports operational readiness and service transitions. The role also administers servers, storage, and/or backup technologies; assists with data acquisition, electronic discovery, and forensic investigations; supports production and test/development systems; manages monitoring tools; and follows ITIL-aligned operational workflows and change management processes. The position may participate in an on-call and/or shift rotation providing 24x7x365 coverage. It is based in an office environment, requires light travel between NYC office locations, and may involve occasional interactions in patient care areas without expected direct patient exposure. Occasional lifting or moving of equipment weighing up to approximately 25 pounds may be required.
Requirements
- Bachelor's degree in a related field or five years of equivalent technical experience.
- Experience with LDAP, Active Directory, DNS, and DHCP technologies.
- Experience with monitoring tools, various operating systems, backup technologies, and cloud technologies.
- Experience with PowerShell, Bash, Python, and Perl scripting.
- Excellent written and verbal communication skills.
- Results-driven approach and ability to work in a fast-paced, challenging environment.
- Ability to work independently with little supervision or direction.
- Excellent operations, troubleshooting, and critical-thinking skills.
- Technical acumen and ability to facilitate and manage technical bridge lines across multiple domains.
- Ability to quickly determine root cause and business impact and resolve issues promptly.
- Ability to participate in a rotation providing 24x7x365 support.
- Ability to travel lightly between office locations, primarily within NYC.
- Ability to occasionally move computer equipment or similar objects weighing up to approximately 25 pounds.
Nice To Haves
- ITIL v3 Foundations certification is highly desired.
- Advanced Linux, Microsoft, VMware, Network, Cisco, AWS, Azure, or Security certification is preferred.
Responsibilities
- Monitor and troubleshoot processes, and perform system triage and recovery across infrastructure, applications, and data center environments.
- Identify operational risks and propose alternative solutions.
- Participate in technical escalation of IT issues, collaborating with application and operational teams on systems analysis, diagnosis, troubleshooting, performance analysis, and resolution.
- Drive problem analysis and incident-trending improvements, working with Service Owners and Operational Management on continual improvement initiatives.
- Document and represent operational requirements in service forums.
- Drive problem management initiatives and serve as a point of contact for critical incident management.
- Serve as the primary contact for Service Owners to ensure operational readiness during service transition.
- Act as an escalation point for junior analysts monitoring and troubleshooting SOC-monitored services, and perform triage and remediation of detected issues.
- Provide training and guidance to junior team members.
- Back up junior analysts in responding to tickets and phone queues for the Service Operations Center.
- Back up junior analysts in monitoring the event console and identifying activity patterns that may warrant technical intervention before a production outage.
- Administer servers, storage, and/or backup technologies.
- Assist with data acquisitions, electronic discovery, and forensic investigations.
- Work with the engineering team to provide ongoing service management and support for production and test/development systems, including support and maintenance for current and new systems.
- Provide ongoing support and management of monitoring tools.
- Participate in an on-call and/or shift rotation providing 24x7x365 coverage, including management and monitoring of mission-critical systems and networks.
- Ensure service requests are fulfilled according to operational level agreements and committed fulfillment times.
- Develop knowledge base articles and work instructions, and follow WCM ITIL workflows for incident, request, change, and event management.
- Follow the change management process for operational change tasks and ensure all change management tasks are completed.
- Occasionally assist with data center activities such as shipping, delivery, inventory, and operational tasks.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
