Mainframe Operations Analyst: Service Delivery & Insights

CO1003 CDW Technologies, LLC; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

The position focuses on performing technical tasks for operation and monitoring of assigned technologies within the managed services framework, following established procedures and schedules.

You will deliver tier-1 support, analyze incidents, and collaborate with customers and vendors to resolve issues within defined SLAs and security requirements; participate in problem analysis, design, and leadership initiatives to improve services.

Qualifications

• Experience in managed services environments or technical operations is a plus.
• Familiarity with incident handling and ticketing systems is desirable.
• Ability to analyze events and identify opportunities for service improvement.

Responsibilities

• Provide tier-1 support for inbound requests via phone, email, and web portal.
• Monitor and investigate system alerts and events, and assign resources appropriately.
• Document issues in the ticketing system and escalate to Managed Services Engineers as needed.
• Collaborate with customers, suppliers, and team members to meet SLAs and security/compliance requirements.
• Contribute to process improvements and communicate changes to the team.

Job description

The position focuses on performing technical tasks for operation and monitoring of assigned technologies within the managed services framework, following established procedures and schedules.

You will deliver tier-1 support, analyze incidents, and collaborate with customers and vendors to resolve issues within defined SLAs and security requirements; participate in problem analysis, design, and leadership initiatives to improve services.