EOC Support Analyst in Atlanta, GA at HUNTER Technical Resources

Date Posted: 7/9/2019

Job Snapshot

Job Description

Summary

The Enterprise Operations Center (EOC) Analyst is responsible for delivery day-to-day infrastructure operations including monitoring and alerting, batch scheduling and processing, transmission of electronic data files, and initiating incident management activities in a 24x7x365 environment. The EOC Analyst’s primary role will be to monitor the event console reacting to alerts, creating tickets, and executing Tier 0 tasks within SLA.

Responsibilities

Day-to-Day Infrastructure Operations

  • Executes standard and repetitive technical and operational tasks.
  • Manages operational incidents to resolve them within agreed service levels according to their priority.

Monitoring and Alerting

  • Responds to events and alerts raised by the monitoring toolsets and initiates incident management activities accordingly.
  • Refers alerts to the relevant party according to escalation procedures, aiming to prevent incidents.

Physical Data Center Operations

  • Receives new IT equipment delivered to site.

Continuous Improvement

  • Identifies improvements in processes to minimize incident occurrence or increase speed of resolution.
  • Contributes to regular operational performance reviews to generate continuous improvement opportunities.

Skills

Technology Operations                

  • Provide technical expertise to enable the correct application of operational procedures.
  • Use management tools to determine load and performance statistics.
  • Contribute to the planning and implementation of maintenance and installation work.
  • Implement agreed changes and maintenance routines.
  • Identify operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
  • Provide reports and proposals for improvement to specialists, users and managers.

Service Operations                                                                        

  • Monitor service delivery against service level agreements and maintains records of relevant information.
  • Analyze service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
  • Monitor service capacity and initiate actions to resolve any shortfalls according to agreed procedures.
  • Monitor and analyze service and component availability, reliability, maintainability and serviceability against agreed service levels.
  • Investigate and coordinate the resolution of potential and actual service problems.

Qualifications

Required

  • High school degree
  • 2 – 4 years of working experience
  • Working experience providing infrastructure operations support
  • Working experience with monitoring technologies and analyzing real-time statistics
  • Working experience working with a ticket management/service desk system
  • Working experience in an ITIL-based environment
  • Working experience as a participant in a change management process
  • Working experience in creating scripts for Unix, Linux, Windows, MVS
  • Working experience in Microsoft Office products
  • Working experience in enterprise technology systems

Preferred

  • Tech. Certification
  • Working experience in a Network Operations Center (NOC) or Enterprise Operations Center (EOC)
  • Working experience in batch scheduling technologies
  • Cisco Certified Entry Networking Technician (CCENT) Certification
  • Red Hat Certifications