Operations Analyst, Mainframe

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

Job Summary

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base 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 within defined SLAs and security/compliance requirements. Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all 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 third-party vendors to resolve issues. Analysis – 20% Job Weight Study, interpret, and develop 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 better 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 arrive at solutions. Partner with stakeholders on creation/streamlining of support processes. Leadership – 10% Job Weight Enable and Lead 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 relay 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.