Infrastructure Operations Analyst III

The Infrastructure Operations Analyst will work under general supervision and is responsible for basic technology operations tasks. Partners with senior Infrastructure Operations team members to identify opportunities and solve problems. Collaborates with various technology teams and vendors. Resolves incidents, requests and/or change orders associated with operations. Provides budgetary support to management regarding resources, hardware/software costs. Acts as a liaison between technology teams and colleagues through information sharing.

Position Responsibilities:
System Operations

• Perform Level 0 and Level 1 support to associates and document steps taken in incidents and service requests.
• Identify potential operational issues in projects, request fulfillment and individual assignments.
• Monitor operational performance and troubleshoot alerts from commercial, open source and locally developed monitoring tools.
• Provide system failure analysis and recovery recommendations.
• Participate in Business continuity planning and testing.
• Serve as liaison with non-technical people, operations personnel, and/or field service personnel; interact directly with customers to negotiate solutions and implementation specifics.
• Perform system provisioning, analysis and tuning.

Support

• Work closely with others to perform technical analysis and make recommendation on minimally complex problems and incidents.
• Second line support for incident management problems and issues related to select applications.
• Works closely with others to identify and resolve root cause behind reported problems and issues.
• Assist in the development and/or maintenance of operational documentation.
• Conduct proactive maintenance toward select systems.
• Participate in the design, development, testing and implementation of enhancements required to maintain business unit success.
• Evaluate business processes and company policies to enhance process workflows.
• Provide support in a 24x7 data center and/or 24x7 on-call support.

Position Qualifications:

• Bachelor's Degree from an accredited university or High School Diploma or GED and 6 years of Technology experience
• 2 years of experience integrating or building technical solutions
• 2 years of experience leading collaboration discussions to solve business problems
• This position is not eligible for sponsorship. Must have indefinite employment authorization.