Occ Analyst Job in Zispl

Job Description

Roles and Responsibilities

Job Description

• Be part of a team that works 24/7 shifts covering 1st level event monitoring for the SLF Server, Web Hosting and SAN infrastructure

• Utilizing the Control-M scheduling software initiates and monitors the critical US batch schedule

• Handle job amends, restart and recovery for batch environment in an automated job scheduling environment

• Interfaces with Developers to resolve Control-M and scheduling issues

• Follows event handling instructions to accurately resolve several 100 event alerts per shift

• RaisesService Nowticketsas appropriate

• Interfaces with the Waterford Services desk to resolve escalation issues

• Utilizes Alarm point software to direct events handling to correct teams

Unique Requirements:

Accountability

Core Responsibility

• Monitor events and alerts, triage/analyze and resolve or escalate as appropriate

• Accept user requests, triage and analyze them, then resolve or assign as appropriate

• Use hardware and software knowledge to ensure solutions integrate well into existing environment

• Work with 2nd and 3rd level teams to ensure documentation is accurate

• Act as an interface and provide advice and backup to other analysts

• Work with other infrastructure teams to ensure services are operational for our clients

• Overtime (outside regular scheduled shifts) may be required

Additional Responsibility

• Infrastructure event monitoring and handling

• Batch restart and recovery

• Manage process of database restoration

• Load jobs into scheduling system

• Provides leadership decision making during off business hours.

• Monitor all North American infrastructure within SLF's domain

• Triage approximately 3000 alerts on a weekly basis in North America

• Handle each of theSev1 andSev2 issues

• Perform diagnostic analysis on the suite of monitoring tools being utilized.

• Interface and log incidents as required with the Service Desk.

• Mentor junior operators

• Identify areas for process improvement based on recurring issues.

• Ensure targeted jobs that are time sensitive are executed within agreed upon schedules.

• Respond to special requests initiated by clients (includes Server and SANteam)thebusiness.

• Answer Client phone calls.

• Participate in root cause analysis.

• Understanding of Disaster Recovery procedures

• Monitor intake process

• Ensure clients are informed of any delays in processing.

• Project Work related to event handling and scheduling.

• Work closely with the Server and SAN teams Systems Analyst for process improvement

• Should be able to work on side projects along with BAU.

• Should be comfortable working in Agile environment.

• Have comprehensive problem-solving abilities, multitasking attitude, willingness to take up ownership, facilitate teamwork and lead activities.

Eligibility

Minimum Qualification

• Computer Science, Math or Engineering degree / diploma

• Certified in Industry recognized certifications such as Cisco's CCENT / CCNA

• Understanding of Cabling types and etiquette

Industry Experience

Competencies (Technical)

Mandatory Skills

• Experience in supporting network devices

• Knowledge of TCP/IP and related protocols

• Knowledge of LAN / WAN technologies/platforms - - routers / switches / analyzers / DNS / DHCP / routing protocols / network management

• Knowledge of Load Balancing, content filtering, VPN gateways, Firewalls

• Knowledge of testing and troubleshooting methodologies

• Ability to work with a minimum of supervision

• Knowledge of network security principles

• Ability to accurately follow event handling instruction

• Ability to use judgment in resolving/escalating critical scheduling issues

• Escalation of basic problems after 24 hours to 2nd level.

• Basic information gathering for complex problems.

• Client requests will be triaged, and processed if training/documentation in place.

Preferred skills

• Good verbal and written communication

• Good project and time management skills

• Good practitioner of incident management, problem management and change management processes

• Demonstrated influencing and negotiating skills

• Demonstrated team player

• Positive attitude

Behavioral skills

Mandatory Skills

• Excellent communication skills

• Delivery focused

• Client interaction experience will be preferred

• Flexible and responsive work style

• Strong problem solving and analytical capabilities.

• Ability to multi-task and work under pressure