Service Operations Analyst II

Title: Service Operations Analyst II

Location: Midtown

Org Unit: IT Operations

Work Days:

Weekly Hours: 35.00

Exemption Status: Exempt

Salary Range: $103,100.00 - $118,000.00

• As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

This is a senior IT Operations role and is considered to be a SME (subject matter expert) in a specific domain such as Network, Security, or Infrastructure.

This role provides IT technical leadership across the primary technologies to the WCM community and is responsible for identifying incidents, events, and analyzing problem trends, overseeing the management and resolution of issues. This role is also responsible for correlating events, identifying event trends, identifying problems and contributing to root cause analysis as well as troubleshooting and resolving discovered issues under the scope of Operations Center-supported services.

Job Responsibilities

• Responsible for monitoring and troubleshooting of processes, system triage and recovery for all infrastructure, applications, and data center(s) environments. Identifies operational risks and proposes alternative solutions.
• Participates in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.
• Drives problem analysis and incident trending improvement opportunities. Works with Service Owners and Operational Management to drive continual improvement initiatives.
• Documents and represents operational requirements in service forums.
• Drives problem management initiatives and serves as a point of contact for the management of critical incidents.
• Serves as the primary contact for Service Owners to ensure operational readiness during service transition.
• Serves as escalation point for junior analysts in monitoring and troubleshooting of all SOC-monitored services, including Infrastructure, Networks, applications and monitored applications. Performs triage and remediation of detected issues.
• Provides training and guidance for junior team members.
• Provides backup for junior analysts in responding to tickets and phone queue for Service Operations Center.
• Provides backup for junior analysts in monitoring event console, identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage.
• Administers servers, storage, and/or backup technologies.
• Assists with data acquisitions, electronic discovery, and forensic investigations.
• Works collaboratively with engineering team to provide continuing service management and support on all production and test/development systems. Provides support and maintenance for all current and new systems.
• Provides ongoing support and management of monitoring tools. Participates in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks.
• Ensures that service requests are fulfilled as per the operational level agreement and committed fulfillment time.
• Develops knowledge base articles and work instructions for inclusion into knowledge base of record. Follows WCM ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management.
• Follows the change management process for operational change tasks to ensure compliance for change management. Ensures all change management tasks are complete.
• Occasionally assists with data center(s) activities such as shipping, delivery, inventory, and operational tasks.

Education

• Bachelors Degree

Experience

Bachelors degree in a related field, or five years of equivalent technical experience required.

ITIL v3 Foundations highly desired.

Advanced Linux, Microsoft, VMware, Network, Cisco, AWS, Azure, Security certification preferred.

Experience with LDAP, Active directory, DNS and DHCP technologies.

Experience with monitoring tools, various operating systems, backup, and cloud technologies.

Experience with PowerShell, Bash, Python, and Perl scripting.

Knowledge, Skills and Abilities

• Excellent written and verbal communication skills.
• Results driven individual who enjoys working in a fast paced and challenging environment.
• Capable of working independently with little supervision or direction.
• Excellent operations, troubleshooting, and critical thinking skills.
• Technical acumen and the ability to facilitate and manage technical bridge lines that cross multiple domains.
• Ability to quickly determine root cause, business impact and resolve issues as quickly as possible.

Licenses and Certifications

Working Conditions/Physical Demands

May participate in a rotation, providing 24x7x365 support.

Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise.

Light travel between office locations, primarily within NYC is required.

Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected.

Occasional moving of computer equipment or similar objects up to approximately 25 lbs may be required.

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of "any person, any study." No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans' Readjustment Assistance Act (VEVRRA). We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.