Operations Analyst, Mainframe

About the Role

The primary purpose of this position is to perform technical tasks related to the operation and monitoring of assigned technologies for the managed services customer base, in accordance with established procedures, guidelines, schedules, and checklists. This position is part of a 7-day per week, 24-hour per day managed services operation and requires willingness to work other shifts, including weekends, holidays, and overtime.

Key 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 business needs.
• Delivers services within defined SLAs and security/compliance requirements.
• Completes/ensures completion of daily operational documentation and transfers knowledge to the next shift.
• Provides tier-1 support for incoming calls received via telephone, email, and web portal.
• Addresses and resolves problems as appropriate, referencing training material and customer documentation.
• Documents all issues using appropriate ticketing applications.
• Escalates issues to Managed Services Engineers as appropriate.
• Completes assigned customer workload, including 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, and third-party vendors to resolve issues.

Analysis (20% Job Weight)

• Studies, interprets, and develops a thorough understanding of incidents, problems, and opportunities through systematic analysis.
• Regularly reviews reporting from monitoring and ticket applications.
• Analyzes data to identify trends and opportunities for service improvement.
• Reviews operations business processes for ability to address customer needs, identifying areas where processes need enhancement or better documentation.

Design (10% Job Weight)

• Engineers tactical and strategic solutions that meet or exceed business needs, with attention to simplicity of design and ease of use.
• Uses a balance of technical and business acumen to arrive at solutions.
• Partners with stakeholders on the creation/streamlining of support processes.

Leadership (10% Job Weight)

• Enables and leads change, service recoveries, projects, and/or coworkers.
• Engages in communication that drives understanding, alignment, and informed decision-making.
• Holds self and others accountable for the quality and timeliness of work products.
• Communicates process changes, customer environment changes, and information on Managed Services projects/initiatives to team members clearly and timely.
• Ensures understanding, listens to concerns, and relays team feedback to management.
• Constructively communicates process improvement opportunities, including customer support documentation, support workflows, coverage model changes, and implementation of new tools and technology.

Requirements & Tech Stack

Technology Experience

• Experience with one or more of the following:
• IBM System z mainframe systems and associated peripheral hardware and software.
• Monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar.
• Help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).

Qualifications

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field, with at least 6 months of Information Technology work experience.
• OR 2 years of college coursework in a technical field, with at least 6 months of Information Technology work experience.

Skills & Attributes

• Results oriented.
• Attention to detail.
• Collaborating 360 degrees.
• Adaptability and flexibility in dealing with people and unexpected situations.
• Multi-tasking and working under minimal supervision.
• Proficient verbal and written communication skills.
• Excellent customer service skills.
• Establishing positive working relationships and working as a team player.
• Experience in a managed services environment (a plus).