Analyst, Managed Services Operations Mainframe
3 weeks ago
The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.
Primary Duties & Responsibilities
Service Delivery - 60% Job Weight
Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
Delivers services within defined SLAs and security/compliance requirements
Completes/ensures completion of daily operational documentation and transfers knowledge to next shift
Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate
Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately
Ensures issues are communicated to customers in a timely and effective manner
Interfaces with customers, various managed services staff personnel, and third party vendors to resolve issues
Analysis - 20% Job Weight
Study, interpret, and develop a thorough understandings of incidents, problems and opportunities through systematic analysis
Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement
Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented
Design - 10% Job weight
Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions
Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes.
Innovation - 10% job weight
Comes up with and shares useful ideas that are new, better, or unique.
Introduces new ways of looking at problems.
Can take a creative idea and put into practice.
Basic Qualifications
One of the following:
Applicable Operations work experience in a Managed Services environment, OR
Associate degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, OR
Two (2) years college coursework in a technical field
At least six (6) months of Information Technology work experience. This requirement can be fulfilled via completion of the Sirius Academy program
Experience with one or more of the following technologies:
Experience with IBM System z mainframe systems, and associated peripheral hardware and software
Other Position Requirements
Proven ability to collaborate 360 degrees
Demonstrated sense of accountability and ability to produce results
Demonstrated adaptability; able to be flexible in dealing with people and unexpected situations
Proven attention to detail
Experience in monitoring applications such as Nimsoft Unified Management, Automate, or similar
Experience in help desk applications such as Service Desk Express (SDE), Remedy, ServiceNow, Heat, or similar
Demonstrated ability to multi-task
Demonstrated ability to work under minimal supervision
Demonstrated verbal and written communication skills
Demonstrated customer service skills
Demonstrated ability to establish positive working relationships and work as a team player
Demonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
Preferred Qualifications
Experience in a managed services environment
Knowledge of iSeries related scheduling tools.
Data Privacy and Security:
All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.
Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment
Essential Functions
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.
The above primary duties, responsibilities, and position requirements are not all inclusive.
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