Job Title: Service Support Analyst

Location: Dallas, TX/ Austin, TX/Phoenix, AZ (Remote)

Duration: 18+ Months (Contract to Extend)

Shift Timing - Monday- Thursday 10PM-8:30 AM ET

• The Distributed/Server Service Support Analyst is the primary point of contact for technology teams and vendors.
• The position works in the Information Technology Operations Command Center and participates in the technical administration of server systems, monitoring, acknowledging of enterprise-wide alerts, and performing Incident & Change management.
• This role provides Incident triages, troubleshooting server issues with the use of available knowledge resources and collaboration with Engineers.
• The role ensures that production systems operate reliably and efficiently.
• This is a 24/7/365 mission critical operations and works the hours of 10p – 8:30a ET Monday-Thursday.

What you are good at

Operational Responsibility:

• Interface on behalf of the IT Operations department with technology support partners.
• Advocate for business client-facing teams on issues requiring support team awareness.
• Monitor MoogSoft Alerts/Situations per alert handling procedures, ensuring Service Level event acknowledgement is met.
• Evaluate issues and escalate to senior technicians, engineers, and/or the vendor as appropriate.
• Assists with supporting and recovering the distributed infrastructure, documents, and communicates actions in collaboration with teammates.
• Provide support for routine production problems that have been escalated to the command center and/or technicians.
• Perform changes within established guidelines and under supervision.
• Tracks the status of the issue and provides updates to stakeholders as required. Updates internal ticketing systems as required.
• Build productive internal/external working relationships with peer-level positions to ensure tasks are completed.
• Maintains and increases technical knowledge by attending training sessions and establishing a personal network.
• Complete work assignments based on department priorities and system criticality.
• Identify continuous service delivery opportunities to improve IT service readiness.
• Identify and contribute improvement opportunities that align with services, enabling business success.
• Performs other duties as assigned or apparent.
• Collaborate with technology partners professionally while ensuring the services offered.
• Lead and assume a subject matter expert role for server operators.
• Ensure operational and escalation instructions from Sr. Managers are executed.
• Provide minute-to-minute operational oversight for server operators and day-to-day activities.
• Make tactical decisions based on strategic goals and objectives.
• Coordinate training and onboarding of new staff, continuous training for junior and peer team members.

What you have

• Bachelor’s degree in Computer Science, Information Systems, or related information technology discipline, or equivalent experience.
• Active certifications in CompTIA, Server+ and/or Security+ is a plus
• 5-7 years of experience in a large 24x7 high availability data center environment (1000+ servers)
• Possess specialized knowledge and understanding of server operating systems normally obtained through formal technical training
• Experience working with load balancers, to add/remove servers and/or service ports from load balancers.
• A solid understanding of UNIX and Windows Server-based operating systems with a strong background in paging and swapping, inter-process communication, devices, and what device drivers do, and file system concepts.
• Familiarity with fundamental networking/distributed computing environment concepts; ability to configure NFS and NIS, use of basic network commands for troubleshooting/DNS validation, and basic routing concepts.
• Fundamentals on writing scripts in some administrative languages (Tk, Perl, PowerShell).
• Familiarity with Remedy/SmartIT service management tools.
• Strong problem-solving and decision-making skills, focusing on efficient service restoration.
• Ability to pay close attention to details while performing technically detailed tasks.
• IT management experience with process development and improvement.
• Experience in implementing key IT standardized processes and methodologies (ITIL, Event Management, Incident, Problem, and Knowledge Management)
• A change agent and forward thinker, with the ability to influence the team with continuous operational and technology changes.
• A desire to continue learning through training courses and on-the-job learning through mentorship.
• Strong problem-solving and decision-making skills, focusing on efficient service restoration.
• Ability to pay close attention to details while performing technically detailed tasks.
• A take-charge attitude in leading process development and service improvement.
• Experience in implementing key IT standardized processes and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
• A change agent and forward-thinking, with the ability to influence team with continuous operational process and technology changes.

Apply now