Senior Analyst, Network Operations

Location
Brookfield Place New York - 250 Vesey Street, 15th Floor
Brookfield Culture
Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.
Job Description
Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end user technology services across all Brookfield business groups, comprised of approximately 5,000 users.
Position Summary
Reporting to the Director of Enterprise Operations, the Senior Analyst, Enterprise Operations role within the Technology Services Group ("TSG") will be responsible for the Service Life Cycle of transition, delivery, maintenance and retirement of services for Network Infrastructure, encompassing global sites, balancing technical and operational responsibilities to TSG clients (Brookfield Companies). They will be responsible for ensuring the alignment of these services to the needs of TSG and its clients and that these services provide exceptional end-user experience to TSG clients across global/regional Brookfield group of Companies.
To execute successfully, the Senior Analyst, Enterprise Operations will oversee and work closely with third-party service and technology providers. They will ensure robust operational processes are enabled and continually enhanced to manage the delivery of all related Network Infrastructure services from all vendors.
The Senior Analyst, Enterprise Operations will be required to keep abreast of developments in the networking and cloud marketplace, including third-party service providers' strategies and report on their potential impact on the organization.
The Senior Analyst, Enterprise Operations will engage and work closely with key members within TSG including Solutions, Security, End-user services, Business Applications, Finance and Global/Regional TSG service representatives with focus on service availability of the network environment.
The Senior Analyst, Enterprise Operations role will ensure adherence and compliance to established business, operational, security, and compliance processes, governance, and TSG service delivery performance criteria to ensure correct technical, operational, and business outcomes and objectives are achieved for TSG and its clients (Brookfield companies).
Responsibilities
Operational Management

• Work with key Business and Technology Partners to deliver Network Infrastructure Services to sustain an outage-free environment.
• Ability to understand and review any proposed technology solutions to identify any impacted network technologies or platforms.
• Provide support to project managers for the creation of plans, costs, and risks for implementation of network solutions based on contracted services and alert to any misalignments.
• Provide operational support for project changes to ensure no impact to existing network.
• Communicate with service partners to ensure they understand and conform to Brookfield's documented policies and standards.
• Support the Solutions team with service provider proposals, solution innovation and development, and service requests to maintain consistent operational environment.

Service Provider Management

• Oversee service delivery governance and service level assurance for assigned TSG services and products with vendors through Brookfield's Service Integration Asset Management ("SIAM") platform.
• Participate in the scheduled Governance meetings in the management of the network services providers to ensure their adherence to contractual obligations.
• Identify, document, and present service delivery requirements and needs to internal and external service providers to address business objectives.
• Review and approve full alignment to contractual obligations and deliverables at regular provider service delivery meetings.
• Work with providers to create an actionable plan and list of tasks to remedy any missed targets.
• Lead and oversee programs and initiatives with service providers focused on service quality improvement, continuous service improvement, and service capability improvement.
• Facilitate external service provider involvement in TSG business planning, service development and innovation, and TSG services growth across the Brookfield group of companies.

Work Management

• Take ownership of any issues or problems within Network Services' remit and drive timely and effective resolution, while keeping TSG and business well informed on the progress.
• Understand and adhere to TSG policies and procedures.
• Act as an example to all managers in terms of communication and value delivered.
• Demonstrate accountability for progress of work in-scope and its alignment to Technology Services strategy.
• Communicate objectives and direction for Network Services and measure success against the expected outcomes.
• Is self-organizing and appropriately prioritizes work on deliverables.

Qualifications & Requirements

• Bachelor's degree in information technology or similar.
• Knowledge and effective understanding of key technologies and industry/third-party services, methods, and best-practices in networking services and support.
• Preferred experience in Cloud environments with regard to networking.
• Experience in managing and overseeing third-party service provider service delivery execution and business & commercial governance. Has worked with third-party providers to achieve system stability, performance and uptime.
• Strong and effective customer relationship management skills and process/practice experience.
• Strong customer service ethic, results driven, and ability to demonstrate ownership of services within scope of role.
• Strong communication (written and oral) skills and oriented toward business development and relationship management.
• Ability to collaborate and work effectively with multiple parties and partners with a global matrix style organization.
• Experience with enterprise change and release management, including technical review of proposed system changes.
• Experience working in an outsourced environment.
• 5+ years' corporate IT experience in supporting complex enterprise environments.
• Knowledge of IaaS, SaaS, PaaS, Network and Infrastructure related services.
• Demonstrated understanding of ITIL methodologies, ITIL® v3 Certification desirable

Salary Range: $80k - $95K
Our compensation structure is comprised of a base salary and a short-term incentive program (cash bonus). Cash compensation tends to vary based on geography to account for local market conditions and is set to be market competitive. Compensation decisions are based on a number of factors including relative experience, overall years of experience, industry experience, education and designations
Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.
We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.