Job Details

Title: Service Support Analyst
Duration: +17 months
Location: Dallas, Austin or Phoenix (PHX) - Telecommute allowed(
(Remotely, but will need to be based out of one of the preferred mentioned)

Work Hours

Monday - Thursday, 10:00 PM - 8:30 AM ET

Your Opportunity

The Distributed/Server Service Support Analyst is the primary point of contact for technology teams and vendors. The position works in the Information Technology Operations Command Center and participates in the technical administration of server systems, monitoring, acknowledging of enterprise-wide alerts and performing Incident & Change management. This role provides Incident triages, troubleshooting server issues with the use of available knowledge resources and collaboration with Engineers. The role ensures production systems environment operate reliably and efficiently. This is a 24/7/365 mission critical operations and works the hours of 10p - 8:30a ET Monday-Thursday.

What you are good at

Operational Responsibility:

• Interface on behalf of the IT Operations department with technology support partners.
• Advocate for business client facing teams on issues requiring support team awareness.
• Monitor MoogSoft Alerts/Situations per alert handling procedures ensuring Service Level event acknowledgement is met.
• Evaluate issues and escalate to senior technicians, engineers, and/or the vendor as appropriate.
• Assists with supporting and recovering Distributed infrastructure, documents and communicates actions in collaboration with teammates.
• Provide support for routine production problems that have been escalated to the command center and/or technicians.
• Perform changes within established guidelines and under supervision.
• Tracks the status of the issue and provides updates to stakeholders as required. Updates internal ticketing systems as required.
• Build productive internal/external working relationships with peer level positions to ensure tasks are completed.
• Maintains and increases technical knowledge by attending training sessions and establishing personal network.
• Complete work assignments based on department priorities and system criticality.
• Identify continuous service delivery opportunities to improve IT service readiness.
• Identify and contribute improvement opportunities that align with services enabling business success.
• Performs other duties as assigned or apparent.
• Collaborate with technology partners professionally while ensuring services offered.
• Lead and assume a subject matter expert role for server operators.
• Ensure operational and escalation instructions from Sr. Managers are executed.
• Provide minute-to-minute operational oversight for server operators and day to day activities.
• Make tactical decisions based on strategic goals and objectives.
• Coordinate training and onboarding of new staff, continuous training for junior and peer team members.

What you have

* Bachelor's degree in Computer Science, Information Systems, or related information technology discipline or equivalent experience.
* Active certifications in CompTIA, Server+ and/or Security+ is a plus
* 5-7 years of experience in a large 24x7 high availability data center environment (1000+ servers)
* Possess specialized knowledge and understanding of server operating systems normally obtained through formal technical training
* Experience working with load balancers, to add/remove servers and/or service ports from load balancers.
* A solid understanding of UNIX and Windows Server-based operating systems with strong background with paging and swapping, inter-process communication, devices and what device drivers do and file system concepts.
* Familiarity with fundamental networking/distributed computing environment concepts; ability to configure NFS and NIS, use of basic network commands for troubleshooting/DNS validation and basic routing concepts.
* Fundamentals on writing scripts in some administrative languages (Tk, Perl, PowerShell).
* Familiarity with Remedy/SmartIT service management tools.
* Strong problem solving and decision-making skills focusing on efficient service restoration.
* Ability to pay close attention to details while performing technically detailed tasks.
* IT management experience with process development and improvement.
* Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
* A change agent and forward thinking, ability to influence team with continuous operational and technology changes.
* A desire to continue learning through training courses and on-the-job learning through mentorship.
* Strong problem solving and decision-making skills focusing on efficient service restoration.
* Ability to pay close attention to details while performing technically detailed tasks.
* A take charge attitude in leading process development and service improvement.
* Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
* A change agent and forward thinking, ability to influence team with continuous operational process and technology changes