URGENT: IT Operations Support Analyst - NO C2C - JA

MUST have skills:

• 3+ years of experience as an Operations Support Analyst or in a similar position
• Experience with IT Service Management Tools - ServiceNow and Jira
• Experience in Conducting root cause analysis
• Experience in Production support

Key Responsibilities:

• Use statistical methods to analyze information and develop solutions to business problems
• Advise managers on findings and the various courses they can take to address the problem
• Write memos and reports for managers to look over the findings and recommendations
• Coordinate with onshore/offshore teams to ensure seamless support delivery
• Act as the primary point for escalation and resolution of support-related issues
• Measure and report on support metrics to gauge performance and identify improvement areas
• Monitor and ensure adherence to SLAs, with accountability for reporting and compliance
• Proactively escalate critical issues, such as Production Outages, Service Degradation, or significant impediments to UAT affecting major releases
• Communicate the status of system health and efficiency to stakeholders through regular reporting and updates
• Serve as the primary liaison between Product teams, and AMS Support
• Conduct thorough root cause analysis for Sev1/Sev2 issues
• Vigilantly monitor production environments and address alerts and issues proactively
• Develop and refine incident management processes and explore new monitoring avenues
• Lead initiatives to automate and streamline operational tasks, reducing manual work and increasing efficiency
• Manage problem and incident resolution processes, collaborating with vendors and technical staff
• Facilitate post-incident reviews with cross-functional teams to foster continuous operational improvement and deliver comprehensive incident reports to customers and stakeholders

What will this person be working on
The Operations Support Analyst plays a crucial role in maintaining and enhancing our Application Management Services (AMS) support delivery. This position requires a proactive approach to managing our onshore/offshore support, resolving escalated issues, and ensuring high standards of service. AMS manages many of Consumer Applications operations activities.

Position Success Criteria (Desired) - 'WANTS':
Requirements:

• Bachelor's degree in computer science or related field; alternatively, or equivalent combination of education (related certificates, or training) and experience
• 3+ years of experience as an Operations Support Analyst or in a similar position
• Experience with IT Service Management Tools - ServiceNow and Jira
• Experience using statistical and database software
• Consulting and project management skills
• Strong analytical and problem-solving skills
• Strong organizational and time management skills to effectively contribute to multiple projects efficiently
• Strong record of accomplishment of meeting targets and objectives
• Ability to effectively prioritize and execute tasks in a high availability environment
• Ability to manage a high volume of tasks with excellent accuracy
• Ability to work both independently and in a team-oriented, collaborative environment
• Ability to communicate and work effectively with members of interdisciplinary teams
• Results oriented with a history of problem resolution and prevention
• Flexible and adaptable with regards to learning and understanding new technologies