Contract Overview: Under direct supervision, the Server Operations Analyst I ensures the overall quality and stability of the Company's operating environment by monitoring, analyzing, and coordinating resolutions to server, workstation, system, and application performance issues and events.
Essential Duties and Responsibilities: Provide detection and response to system events and incidents within the network. Analyze system events and incidents; mitigate events. Analyze potential vulnerability points. Monitor workflows in batch job scheduling systems or database integration tools based on customer requirements. Deploy new code to an external website; triage, troubleshoot, resolve, or escalate issues. Coordinate issue resolution and communication for system events and incidents outside traditional business hours. Identify system/business processes affected by outages; determine impact; update information in the database. Provide Service Desk support outside traditional business hours. Stay current on the latest industry technologies, trends, and strategies relating to system event management and services. Assist employees, vendors, or other customers by answering questions related to server application and event management procedures and services. Initiate and coordinate conference bridges used for troubleshooting system issues during off hours. Ensure that all appropriate parties are notified and included. Follow Incident Management Procedures and assist with Customer Communication for High Priority issues affecting the enterprise. Complete work in a timely and accurate manner while providing exceptional customer service. Other duties as assigned. Qualifications: This position requires a minimum of one year of IT support experience or eighteen months of working with Company business applications hardware experience. Operational knowledge of the system, server, applications, monitoring, and incident response is required. Working knowledge of operating systems (Windows, Linux, VMWare) and server storage concepts (SAN principles, high availability, and clustering) is necessary. Working knowledge of WANs, LANs, routing protocols, SNMP, Internet Protocol Suites, and Cisco networking equipment is preferred. Experience with HP Business Service Management software, HP Operations Manager, and HP Sitescope is preferred. SAP troubleshooting experience is beneficial. Intermediate-level desktop computer software experience, including skills in Microsoft Office and email, is necessary. Knowledge of Change Management and Incident Management terms, procedures, and objectives is preferred; ITIL is preferred. Problem management skills, with the ability to perform root cause analysis to proactively identify problems and prevent future incidents, are needed. Knowledge of Hybris and AWS preferred. The ability to build business relationships across departments and at all levels of the organization is essential. The ability to work both independently and within a team is necessary. Attention to detail with the ability to learn and adapt quickly is vital. Ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary. This position requires excellent communication and interpersonal skills. The ability to work efficiently under pressure, accurately meet deadlines, and present a professional demeanor is essential. Maintaining confidentiality, treating others with respect, and upholding Company values are key attributes. In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential. Educational Requirements: This position requires an associate degree in Computer Science, Information Technology, IT Engineering, or a related technical field or equivalent work experience.
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