Operations Analyst (Data Center) - 2nd Shift

ComResource is looking for an Operations Analyst.

Responsibilities:

• 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, products, and services
• Activities include monitoring events and production batch schedules, providing initial response to alerts caused by failures, escalating service incidents and incident notifications 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
• Support mainframe-generated computer output in a distributed print environment. Activities include managing output through application for distribution in postscript format to various network-attached printers
• Support 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
• 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. Perform incident management procedures using tools and resources to initiate and document, manage, and communicate to stakeholders, incidents impacting the business
• Communicate effectively with IT support staff and users through various means (e.g., service management systems, telephone, email) to collect and disseminate information regarding the operational environment
• Has working technical knowledge of the computing environment
• Support staff implementing changes to the IT infrastructure in accordance with change management procedures and policies
• With general direction, support the Data Center’s hardcopy output responsibilities by managing the flow of hardcopy output requests sent to printers within the Data Center

Essentials:

• Microsoft Word and Excel experience
• Ability to lift 20 lbs.
• 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 guideline and procedures
• Good problem solving/analysis and decision-making skills
• Ability to work with diverse groups of individuals