Service Operations Analyst II - Infrastructure - OneTen Coalition

Title: Service Operations Analyst II - Infrastructure

Location: Midtown

Org Unit: IT Operations

Work Days:

Weekly Hours: 35.00

Exemption Status: Exempt

Salary Range: $95,000.00 - $117,300.00

*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 Infrastructure, including Cloud Operations (AWS, GCP, Azure), Backup Configuration, File Share Management, BigFix (Patch Management) Administration, On-Premises Infrastructure (VMware, Windows & Linux Server Management & DNS), & Office 365 Administration.

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

• Bachelor's Degree

Experience

• Bachelor's degree in a related field, or five years of equivalent technical experience required.
• ITIL v3 Foundations highly desired.
• Experience with Linux, Microsoft, VMware, Network, & AWS.
• 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.
• Experience Cisco, Azure, GCP and Security certification is a plus!

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.

Weill Cornell Medicine is a comprehensive academic medical center that is committed to excellence in patient care, scientific discovery, and the education of future physicians and scientists in New York City and around the world. Our doctors and scientists - faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization - are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, NewYork-Presbyterian Hospital/Brooklyn Methodist Hospital, NewYork-Presbyterian Hospital/Westchester Behavioral Health Center, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to protected status, including race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.