Operations Analyst- hybrid in Pittsburgh, PA

Overview

Location: Hybrid

Job Type: Contract/Full- Time

Work Authorization: No Sponsorship

Hours: 3pm-11pm- Tuesday thru Saturday

The A.C.Coy Company has an immediate need for an Operations Analyst. Ideal candidates will serve as the main point of contact for all incident and service issues escalations.

Responsibilities

• Serves as the main point of contact for all incident and service issue escalations directed to the Service Management Organization
• Ensures that incident management processes are efficiently and effectively followed
• Determines the impact and priority of incidents based on affected customers and/or business units
• Communicates operational issues to respective IT management, support teams, and incident communication managers
• Provides outage notification and recovery effort updates to business units
• Engages various support teams and resources to major incident bridges
• Manages and coordinates troubleshooting and recovery efforts between support teams
• Ensures continuous collaboration with IT Operations Management and other areas or teams
• Documents initial issues, recovery activities, and resolution steps taken
• Ensures prompt resolution and coordination of incident management activities during recovery efforts
• Updates and validates outage information in availability management tools for reporting and tracking purposes
• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents
• Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives
• Acts as secondary support to Change Manager for off hour scheduled activities
• Works with Problem Management and Change Management to resolve incidents
• Prepares operational status reports to IT Operations Management
• Be part of on call Rotation for Storm and Priority One Events
• Monitors Critical/Core systems delivering services to business units and customers
• Work at Pace - prioritize and follow up on multiple tasks concurrently, with a focus on detail in a fast-paced environment
• Bend in the wind - not easily frustrated, able to roll with emergencies and shifting focus while delivering a superb user experience
• Manage relationships with a diverse range of people, including business customers, and the IT leadership team
• Provides guidance to Novice Analysts
• Use SME knowledge in Incident Management policy and procedures

Qualifications

Education: Degree is required

Relevant industry experience to be successful in the given role is typically 7+ Years.

Experience:

• 7-10 years' of IT Service Delivery experience
• Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement
• Ability to drive technical solutions and services across all environments and architectures including but not limited to cloud, on-prem, physical and virtual
• Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT
• Experience developing and updating internal processes and procedures and maintaining a knowledge-based document library
• Experience with Batch Monitoring Applications like Control-M
• Comprehensive understanding of networking and enterprise monitoring applications (SolarWinds, OP5)