Operations Analyst Iv

Title: Operations Analyst IV
Location: New York, NY
Type: Contract
Our client is seeking an Operations Analyst IV who will be responsible for operating, deploying, managing, and continuously improving systems and services as well as associated infrastructure in a 7/24 environment.
Description
The position focuses on monitoring systems, automation, and service focused instrumentation. Provides subject matter expertise, resolves complex break/fix scenarios, engaging broader teams as necessary; partners with/leads engineering, vendors, and clients to achieve continuous improvement. Contributes to command and control-related activities focused on restoration of complex outages, communication across the company and clients and rapid restoration. Works and directly leads, internal teams, external vendors, third parties and associated agencies, when necessary, to address issues. Works with limited supervision and direction while executing associated functions and responsibilities. Follows operational practices and independently determines/develops approaches for non-routine solutions. Receives general direction in areas of focus. Serves as team lead on projects.
Key Accountabilities:

• Performs a variety of complex analytical duties in the planning, deployment, testing and evaluation, products and services including in-house and client premise equipment.
• Works closely with engineering and vendors to identify and drive improvements across the topology.
• Devises and implements strategies for solving technical issues directly impacting internal and external customers or increasing performance across broad eco-systems.
• Develops, produces and reviews of documentation, instructional and procedural manuals for other employees to utilize to resolve problems or make network improvements. Examples include complex processes for acceptance of new products.
• Supports all tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements code changes and suggests improvements.
• Ensures the availability of networking services; studies, evaluates, analyzes, and monitors the network and services to determine problem areas and/or areas of concern.
• Monitors, isolates, triages, and resolves outages and impairments.
• Identifies and implements opportunities for improvement.
• Ensures databases, applications, hardware, and other related resources are properly maintained.
• Provides subject matter expertise on equipment and services to other operational groups.
• Updates code and software to ensure proper system performance.
• Provides clear, crisp, and concise technical communication and coordination during medium outage scenarios.
• Accountable for understanding and managing services across complex ecosystems, cutting across multiple technologies, organizations, and solutions.
• Accountable for providing technical assessment of changes across ecosystems to ensure resolving potential conflicts before impacting intra-/interrelated vertical systems.
• Develops and reports on metrics which show system uptime and overall service desk compliance to ITIL standards.
• Leverages engineering methodologies is specific areas of focus. Possesses in-depth working knowledge and application of process design, client server technology and internal processes. Provides training and coaching to peers and more junior engineering operations staff.
Required Skills:
• Possesses in-depth knowledge and breadth across two to three major ecosystems/technologies requiring technical competency, advanced training and outstanding verbal and written communication skills.
• Requires detailed understanding of interdependencies/interdependencies.
• Skilled in areas of monitoring systems, network operations, Windows and LINUX based systems and database management.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Respect and promote inclusion & diversity.

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