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Analyst Response Center
4 months ago
. Phillips 66 & YOU - Together we can fuel the future
The Analyst, Response Center performs technical analysis of system issues and outages as they occur across the Phillips 66 enterprise cloud and on-prem network. The Analyst performs research to troubleshoot and resolve issues, escalates to higher-level IT support team if required, and identifies opportunities to improve monitoring practices. The Analyst is responsible for researching and documenting various mitigation strategies and must maintain current and thorough knowledge of Phillips 66 technologies, applications and their significance to business operations.
Responsibilities May Include:
Monitor mission critical services for end-to-end availability and performance. Provide 24x7 infrastructure and service problem determination/recovery for the Phillips 66 network. Perform level 1 & 2 systems administration tasks such as hardware configuration, patching operating systems and applications, and executing various scripts. Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams. Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages. Monitor a wide variety of information and network systems including, but not limited to, telecommunications circuits, LAN/WAN systems, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications. Perform basic systems testing and operational tasks such as installing patches, network connectivity testing, IOS upgrades, and hardware staging. Baselining circuit performance metrics and monitoring for deviation to proactively mitigate potential issues. Help to develop improved network monitoring plans and assist in implementation. Coordinate across teams, working closely with peers to ensure appropriate focus and sense of urgency is applied to all issues. Interact with and manage communication carriers, outside vendors, and service providers to support technology products, and services. Monitor and facilitate support bridges for major outages and degradation of service.Required Qualifications:
Legally authorized to work in the job posting country High School diploma or GED equivalent 2 or more years of experience in an IT support role 2 or more years of experience dealing with network problem determination, such as WAN and LAN Ability to perform shift work and/or work variable schedulesPreferred Qualifications:
Bachelor’s degree in Information Technology, Computer Science, Information Systems, Electrical Engineering, or related field AWS, Cisco, Amazon, and Microsoft certifications Familiarity/Experience with cloud computing and supporting cloud environments Familiarity with network monitoring tools such as ServiceNow ITOM, Splunk, SolarWinds, and/or Thousand Eyes Strong communication, collaboration, troubleshooting, and analytical skills Strong time management and organizational skills Ability to successfully handle high volume workload, tight deadlines, and time restraints Ability to work with all levels of support within the organization Experience working in a team-oriented, collaborative environment Self-directed, self-starting, and capable of independent problem solving Experience supporting enterprise networks and users Ability to deliver results across a diverse set of competing priorities Ability to communicate effectively both verbally and written Ability to multitask and work well in a crisisTotal Rewards
At Phillips 66, providing access to high quality programs and care for you and your family is important to us. Maintaining a culture of well-being — physical, emotional, social, and financial — is essential for a high-performing organization. When we are at our best, we are poised to deliver exceptional results — personally and professionally. Benefits for certain eligible, full-time employees include:
Annual Variable Cash Incentive Program (VCIP) bonus 8% 401k company match Cash Balance Account pension Medical, Dental, and Vision benefits with an annual company contribution to a Health Savings Account for employees on HDHP Total well-being programs and incentives, including Employee Assistance Plan, well-being reimbursement, and backup family care services