IT Network Operations Analyst, Senior
Requisition ID # 143126
Job Category: Information Technology
Job Level: Individual Contributor
Business Unit: Information Technology
Work Type: Hybrid
Job Location: Fairfield
Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.
Responds to network alerts and computing problems and works remotely toresolve them. Utilizes support from technical experts within theorganization and third parties to resolve problems. Takesresponsibility for handling incidents through completion or escalation.Finalizes the task according to company policies for incidentmanagement. Documents the problems encountered and techniques used tosolve it for future reference.
Job ResponsibilitiesDevelop/Review/Approve Work Instructions/Run- Book procedures for IT Operations Center.Implement firmware/software upgrades for systems and devices under IT Operations Center accountability or as requested.Escalated incident support for issues assigned to the IT Operations Center related to approved or unauthorized change activities.Application/Network Change Management Oversight: Escalation Support for Incident, Maintenance, and Change Management.Analyze tickets assigned to the IT Operations Center and provide troubleshooting and fix as requiredThis is the Escalation & Clearance Management role which approves and coordinates clearance releases, and supports escalated repair or restoration activities from escalated events.Process complex change requests.Performs analysis and makes business decision on maintenance activities; identifies and gives clearance for maintenance.Perform Clearance Management functions as required.Open Tickets as required for issues found through trending, data analytics, tools and processes.May act in lead capacity on technical conference bridges for outages as part of the outage management process related to change / maintenance events.Lead Chronic issues assigned to the IT Operations Center.Initiate the Problem Management/Root Cause Analysis program process as needed.
Minimum:Bachelors Degree in IT-Information Technology or job-related discipline or equivalent experienceJob-related experience, 5 years
Desired:Experience with ticket management applicationsExperience in data analysis, job-relatedITIL-Information Technology Infrastructure Library Certification