Description: The Enterprise Operations Center (EOC) Analyst is responsible for delivery day-to-day infrastructure operations including monitoring and alerting, batch scheduling and processing, transmission of electronic data files, and initiating incident management activities. The EOC Analyst also plays a role in physical data center operations and continuous improvement.
Job Overview: The Operations Support L1 Engineer is the first tier of technical support and is responsible for the tracking, resolving and escalating incidents to ensure the highest levels of availability and adherence to operational level agreements.
The technology operations team is accountable for the technical and operational overview of all infrastructure and supporting applications for which support agreements with customers have been constructed. This includes monitoring, correcting, and troubleshooting day-to-day issues for all supported applications, products and infrastructure. The operations engineer is responsible for administering the systems and applications in an operations role as determined and scheduled by operations documentation.
Technology Operations is the first point of contact for partner customer technical support issues and will interact with the partner's support staff in understanding, notifying and working with the partner to resolve incidents.
Responsibilities: - Assessing and troubleshooting an incident and providing a workaround.
- Works closely with development, infrastructure and other technology teams to quickly troubleshoot, triage and resolve issues.
- Follow all standard operating procedures consistently.
- Assuring the highest levels of availability for all monitored applications and products including general site availability and response time.
- Adhering to and following policies and procedures outlined in the Operational Level Agreement's (OLA)
- Escalating incident to support areas and IT management based on thresholds set in the OLA. Monitoring the progress of escalated incidents.
- Creating and updating incidents accordingly within the ticket tracking system with detailed incident and resolution information. Notifying appropriate personnel and customers (internal and external) upon issue resolution.
- Categorizing incidents correctly and assessing/negotiating the urgency and impact of a reported or discovered incident.
- Matching multiple incidents and creating new problem error reports as well as matching incidents against known problems and errors
- Responsible for critical customer impacting incident/outage notifications using predefined outage notification templates. Initiating and coordinating conference bridges for outages.
- Responsible for morning and evening overall system status reports as well as the proper turnover of incident tickets to the next shift.
- Working with partners to resolve issues.
This position is for 3rd Shift: 11PM - 8AM
Skills and Experience: - Bachelor's Degree (or equivalent experience)
- 3-5 yrs of experience in an Support/Operations role
- Basic knowledge of Microsoft technologies (Server 2003,2008,2012, IIS 6.0/7.5, MSMQ)
- Working knowledge of Linux, network protocols, Monitoring Tools, Nagios, Ticketing System
- Basic networking knowledge.
- Proficient in Microsoft Office
- Detail and process oriented
- Excellent presentation and communications skills
- Must be available to work various shifts (1st,2nd,3rd shift)
- Must be available to work on weekends
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