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This Operations Analyst contract position is within the Technology division and Infrastructure Platform and Support. The role supports the implementation and operation of infrastructure services including storage, network, capacity, database, and hardware support, and other IT infrastructure support services involving online services, Editorial Systems and Enterprise Business Systems into the production environment.SECOND SHIFT – 3PM-1130PM
Main functions include:
- Efficiently use the proper incident and change management processes and procedures to initiate the appropriate documentation, engage 2nd level support and notify the appropriate stakeholder and user community of incidents/changes that occur affecting the Data Center Infrastructure (IBM Mainframe, Linux, Unix and Windows platforms) with the possibility of impacting customers.
- Activities include monitoring events and production batch schedules, providing initial response to alerts caused by failures, escalating service incidents in a timely manner for swift resolution, opening event tickets, providing detailed turnover to the following shift and interfacing with the internal user community, support groups, systems administrators, hardware support teams and outside vendor support.
Job Duties:
- Activities include maintaining master knowledge base with the appropriate guidelines and procedures for staff to follow to manage the infrastructure and test customer-facing products to ensure functionality and availability.
- With general direction, leverage event management systems to monitor and maintain the availability and functionality of the computing environment’s systems, network and applications. Assist in the creation and adoption of incident management procedures (60%)
- Communicate effectively with IT support staff and users through various means (e.g., service management systems, telephone, email, communication software) to collect and disseminate information regarding the operational environment. (20%)
- Has working technical knowledge of the computing environment. (15%)
- Support staff implementing changes to the IT infrastructure in accordance with change management procedures and policies. (5%)
- As designated ESSENTIAL staff, report to work when scheduled even when client is closed to non-essential employees.
Qualifications:
- Some college or equivalent experience.
- 1 to 2 years of IT experience.
- Must be willing to work 2nd shift position (3:00pm to 11:30 pm).
- Microsoft Word and Excel experience.
- Excellent communication skills both verbal and written.
- Ability to work in a positive and contributing manner in a team environment.
- Able to digest, comprehend and follow guidelines and procedures.
- Good problem solving/analysis and decision-making skills.
Reference: 1044052
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