Job Description:

Job Description

• Manage and generate existing suite of metrics, reports and dashboards to ensure quality, timeliness and accuracy of reporting meets evolving business requirements

• Contribute to various key deliverables including business reviews and organization All Hands presentations

• Influence business partner decisions by providing thoughtful insights driven by data and analytics

• Support strategic planning processes through building models to forecast different operational scenarios and impacts to our business

• Partner with our data engineering and data warehouse teams to test and implement new data and metrics in our reporting environment

• Identify and support project rollouts for new tools and process changes to drive more accurate and automated reporting

• Support ad-hoc reporting, analysis, and define requirements for report automation

• Ensure production and performance SLAs are met and escalate issues which needs attention.

• Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision.

• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational, and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures.

• Running the day-to-day operations of the technology platform (MS SQL Server, Oracle, Unix).

• Identifies possible production issues, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

• Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application

• Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management.

Required Skills

• Bachelor’s Degree or higher from a leading College or University

• Strong knowledge of Oracle, SQL, Excel VBA

• At least 3 to 5 years of experience in supporting IT Operations Metrics Reporting

• Familiar with Tableau tool

• Strong knowledge with Microsoft Excel and PowerPoint

• Creative problem solver who thrives in a fast paced environment

• Excellent collaboration skills working with multiple departments and individuals to reach common solutions

• Inquisitive and challenge the effectiveness of current processes and procedures

• Strong analytical and quantitative skills; ability to determine trends and propose solutions

• Actively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution.

• Ensure production and performance SLAs are met and escalate issues which needs attention.

Desired Skills

• Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision.

• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures.

• Exercises judgment within defined procedures and practices to determine appropriate action.

• Hands on application production support role in Information Technology.

• Good knowledge on Change Management, Incident Management, Release Management, Problem management and Request Management process.

• Strong knowledge of Autosys.

Shift:

Hours Per Week: