IT Operations Center Specialist: Incident & Outage Response

mercy

Missouri

On-site

USD 52,000 - 75,000

Full time

3 days ago

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Job summary

Mercy Technical Services in Washington, MO, is seeking an Enterprise Operations Center Specialist to monitor Mercy's network, applications, and infrastructure. The role entails identifying degradations, troubleshooting high-priority events, and coordinating outage communications. Onsite, full-time, 7am–7pm, with rotating weeks.

Immigration sponsorship is not offered. Compensation aligns with market rates for a facility-based IT role.

Qualifications

High School Diploma or GED.
1-3 years of experience working in Information Technology field.
Experience with ITIL best practices.

Responsibilities

Perform pro-active monitoring of Mercy's network, applications, and infrastructure.
Quickly identify service degradations and failures using monitoring tools, management systems, and vendor-specific utilities.
Actively troubleshoot high-priority multi-user impact events escalating as business needs dictate.
Facilitate communications with end users and technical teams in support of both routine and reactionary monitoring events.
Maintain tickets, logs, and records in accordance with ITIL best practices via Mercy SOPs.
Utilize EOC run-book guidelines for first level break/fix restoration needs.
Initiate and coordinate outage conference bridges as part of the outage management process.
Support team members in dealing with large scale events.
Monitor weather conditions across the Ministry and escape to appropriate regional hospitals, clinics, and emergency management services.