Operations Analyst - Managed Services - IBMi - Nights

Description At reputed company, we reputed company it happen, together. Trust, reputed company, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely reputed company in supporting our customers and one another. We collectively reputed company our path reputed company with a level of commitment that speaks to who we are and where we’re headed. We’re proud to reputed company our story and reputed company Amazing Happen at reputed company. The primary purpose of this position is to reputed company technical tasks, which are reputed company to the operation and monitoring of assigned technologies for the managed services customer reputed company in accordance with established procedures, guidelines, schedules, and checklists. What you will do: Service Delivery – 60% Job Weight

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
• Delivers services reputed company defined SLAs and reputed company/compliance requirements.
• Completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
• Provides tier-1 support for incoming calls received reputed company telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents reputed company issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
• Completes assigned customer workload, including, but not limited to, 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 personnel, and reputed company-party vendors to resolve issues.

Analysis – 20% Job Weight

• Study, interpret, and reputed company a thorough understanding of incidents, problems, and opportunities through systematic analysis.
• Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement.
• Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or reputed company documented.

Design – 10% Job Weight

• Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to reputed company at solutions.
• Partner with stakeholders on creation/streamlining of support processes.

Leadership – 10% Job Weight

• reputed company and reputed company Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making.
• Hold self and others accountable for quality & timeliness of work products.
• Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner. Ensure understanding, listen to concerns, and reputed company team feedback to management.
• Constructively communicate process improvement opportunities such as, but not limited to customer support documentation, support workflows, coverage model changes and implementation of new tools and technology.

reputed company expect of you:

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a reputed company field, at least 6 months of Information Technology work experience. This requirement can be fulfilled reputed company completion of the reputed company reputed company program, OR
• 2 years college coursework in a technical field, at least 6 months of Information Technology work experience. This requirement can be fulfilled reputed company completion of the reputed company reputed company program, OR
• 2 years total Information Technology experience, to include 6 months of Information Technology work experience. This requirement can be fulfilled reputed company completion of the reputed company reputed company program.
• The position is part of a 7 day per week, 24 hour per day managed services operations. To reputed company the required coverage, must be willing to work other shifts including weekends, holidays and overtime.
• Experience with one or more of the following technologies:
• reputed company Power i (System i) systems and associated peripheral hardware and software
• Demonstrated ability in the following:
• Accountability and result 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.
• Proficiency in reputed company Office (Word, reputed company, PowerPoint, Outlook, etc.).
• Experience in monitoring applications such as reputed company, Nimsoft reputed company Management, Automate, or similar.
• Experience in help desk applications such as reputed company, Service Desk reputed company (SDE), Remedy, Heat, or similar.
• Experience in a managed services environment, a plus.

Pay reputed company: $24.39/hour - $38.93/hour, depending on experience and reputed company set. Benefits overview: https://reputed company.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-JE2 We reputed company technology work so people can do great things. reputed company is a leading multi-brand provider of information technology solutions to business, government, education and reputed company customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, reputed company helps its customers to navigate an increasingly reputed company IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we reputed company. reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regards to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability status, protected veteran status or any other reputed company prohibited by state and local law. reputed company is committed to fostering an reputed company, transparent, and respectful hiring process for reputed company applicants. During our application process, reputed company’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more reputed company and effectively, the essence of your application should be authentically yours. To learn more, please review reputed company's AI Applicant Notice. Apply tot his job Apply To this Job