1 Lead IT Operations Analyst Job in Naperville, IL

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Lead IT Operations Analyst

Oncourse Home Solutions

Naperville, IL | Full Time

$81k-105k (estimate)

2 Weeks Ago

Lead IT Operations Analyst

$81k-105k (estimate)

Full Time 2 Weeks Ago

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Oncourse Home Solutions is Hiring a Lead IT Operations Analyst Near Naperville, IL

Who We Are

Oncourse Home Solutions (OHS) is a people-centric organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.4 million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset—their home. Our passion for empowering customers to confidently run their households is what drives us. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse Super’—Successful, United, Progressive, Empathetic, Reliable. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that they’re in this together, to stay on course.

We are proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Located at our office in Naperville, IL or Mt. Laurel, NJ, our office environment is a key driver of our company culture and employee experience. A regular in-office HYBRID model is required (generally in office Tues/Wed/Thurs. and remote M & F).

Position Summary

The Lead IT Operations Engineer will play a critical role in providing support to end users within our organization through implementation of monitoring, automation of repetitive tasks and improvement of processes within the IT Operations group to provide a better, more efficient service to our end users. This position involves serving as a Subject Matter Expert (SME) within a specific domain such as Microsoft O365 (Teams, SharePoint, OneDrive, Email, applications, etc), Intune, Microsoft Endpoint Defender, Microsoft Azure AD and a basic knowledge of AWS services. This role will be reporting to the Director, IT Operations.

Responsibilities

• The ideal candidate will have strong technical skills and a background in IT operations.

• Working experience with IT Service Management tool

• Experience with IT Operation projects.

• Experience with ITIL framework

• Advanced knowledge of OnPrem AD, Azure AD and the Microsoft O365 environment.

• Advanced knowledge of PowerShell and using it with Exchange, Azure AD, etc systems.

• Some programming language experience as a plus.

• Understanding of AWS/Azure Operational environment required (patching, archiving, backup, etc.)

• Ensure timely resolution of incidents and service requests according to established service level agreements (SLAs).

• Log all incidents and service requests in the service desk ticketing system, ensuring accurate and detailed documentation.

• Escalate complex or unresolved issues to the appropriate IT teams or vendors for further investigation and resolution.

• Assist with the setup, configuration, and maintenance of IT hardware and software systems.

• Monitor IT systems and networks for performance, availability, and security issues, and take appropriate action to resolve or escalate as needed.

• Provide user training and guidance on IT tools and systems to enhance productivity and efficiency.

• Participate in IT projects and initiatives to improve service delivery and enhance IT capabilities.

• IT networking: Cisco Router / Switches skills a plus.

• Support the management and maintenance of our company's IT infrastructure and ensuring the smooth operation of all technology systems.

• Work with IT Infrastructure team to ensure that all hardware, software, and networks are functioning efficiently.

• Responsible for supporting troubleshooting of any issues that arise, implementing system upgrades, and ensuring that all systems are secure and protected from potential threats.

• Monitor and troubleshoot network and application infrastructure issues.

• In-depth knowledge of Microsoft Active Directory, Azure Active Directory, Intune, Microsoft Defender, and Microsoft O365 products to work with our MSP to maintain and configure.

• Conduct regular system audits to ensure compliance with company standards.

• Strong documentation skills required to track and document processes, SOPs, and knowledge base articles learned from problem resolution and operational learnings for use by the rest of the IT Operations Team and Service Desk.

• Analyze events and take actions to mitigate incident impact immediately and put in place monitoring and processes that will allow proactive approach to eliminate incidents before they occur.

• Assist on Change Management tasks including validation steps and monitoring overall progress.

We're Excited if This is You

Experience and Qualifications of the Role

•8 years technical support, customer facing, technical consulting experience, or information technology experience.

• 4 years of experience in Microsoft O365, Intune, Microsoft Defender and Azure AD, Windows Client, Group Policy, and Active Directory Administration

• 2 years' experience with Azure / AWS cloud support

• 2 years’ experience with Network: Cisco device support

• Must possess excellent communication and documentation skills

• Must be willing to work during the nights and on weekends when necessary.

• Must be willing to work outside of business hours on Incident Response when necessary.

Computer Skills Needed to Perform this Job

Microsoft Office 365, Azure AD, ServiceNow, Cisco Router/Switches, PowerShell, AWS, and Azure clouds

Certificates, Licenses, Registrations

• AWS Cloud Solution Engineer

• Azure Cloud Solution Engineer

Education

Bachelor's Degree in Computer Science (Preferred)

Competencies

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Command Skills - Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges.

Creativity- Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

Problem Solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.