We are seeking an experienced IT Operations and Support Senior Analyst to join our team. This position will primarily focus on managing and enhancing IT operations processes, providing technical support, and ensuring the smooth operation of technology systems. The ideal candidate will possess strong analytical skills, exceptional problem-solving abilities, and excellent communication skills to effectively collaborate with various stakeholders.
Responsibilities
Serve as a subject matter expert (SME) for IT operations processes and procedures.
Manage and optimize IT operations, including incident management, problem management, change management, and configuration management.
Work closely with cross-functional teams to configure, deploy and upgrade tools on different business facing applications.
Provide technical support, troubleshooting, and issue resolution for application users and internal technology systems.
Develop and maintain documentation for IT systems, processes, and troubleshooting guides.
Collaborate with IT management to define and implement IT policies and procedures.
Maintain an up-to-date knowledge of industry trends, emerging technologies, and best practices in IT operations and support.
Perform regular audits to ensure compliance with IT policies.
Coordinate with other teams to manage and track the deployment of software assets.
Requirements
Must have IBM Monitoring tools skillset, to implement, configure and upgrade.
Must have hands on experience with Omnibus (IBM Netcool) tool
Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years of experience in IT operations and support.
Strong knowledge and understanding of IT operations processes, including incident, problem, change, and configuration management.
Proficient in troubleshooting and resolving technical issues related to hardware, software, and network systems.
Experience in managing and coordinating IT vendors and service providers.
Familiarity with ITIL frameworks and practices.
Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
Strong analytical and problem-solving abilities.
Highly organized and able to handle multiple tasks and priorities effectively.
Proven experience in documentation and creating standard operating procedures (SOPs) for IT systems and processes.
Preferred Qualifications
ITIL certification (preferred)
Experience in managing and supporting cloud and on-prem based technologies.
Project management skills.
Experience supporting and troubleshooting enterprise-level applications and systems.
Familiarity with IT asset management and inventory control processes
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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