Operations Analyst, Ops & Infra

Position Description:

There is great opportunity in Carlson's IT organization. We are focused on providing world-class information access and processes, developing customer-focused tools that provide competitive advantage, and integrating state-of-the-art technology into product and service platforms. Carlson's environment delivers global application availability and services on a 24x7x365 basis to support external clients. You would be part of a can do environment. If you are that energetic can do person we will provide the opportunity.

This position is primarily focused on incident management (80%) support by coordinating the resolution of incidents within the environment. There will also be support of change management (10%) and overall operations (10%). We are looking for candidates to fill one of the following shifts within our Enterprise Command Center: Day shift A :
Week 1 Sun – Tuesday 07:00 – 19:30
Week 2 Sun – Wednesday 07:00 – 19:30

Day shift B :
Week 1 Wednesday – Saturday 07:00 – 19:30
Week 2 Thursday – Saturday 07:00 – 19:30

Night shift C:
Week 1 Sun – Tuesday 19:00 – 07:30
Week 2 Sat – Tuesday 19:00 – 07:30

Night shift D:
Week 1 Wed – Saturday 19:00 – 07:30
Week 2 Wed – Friday 19:00 – 07:30

Position Requirements:

Incident Management:
- Services internal clients by providing an escalation function for the resolution of incidents in a complex environment.
- Assists or obtains the resources to assist in incident resolution and ongoing support of the client's system.
- Provides technical oversight in the resolution of SEV 1 issues within the environment and has a grasp of multiple technical disciplines needed to facilitate and direct technical teams in resolving complex incidents.
- Provides assistance in the resolution of SEV 2 and SEV 3 incidents that have exceeded the SLA guidelines and require intervention to bring the incident to closure.
-Functions as liaison to IBM and business units as required.
- Reviews operations documentation including user guides to ensure existence of such documentation along with accuracy and usefulness.
-Assists the technical support function in establishing the urgency of a client problem, resolving issues, and handling ongoing communications with the client.
- Assumes on-call responsibilities as appropriate.

Change Management:
- Services internal clients by providing management of all IT change activities within the enterprise environment.
- Functions as liaison for change management activities between IBM, other service providers and the operating groups we support.
- Works with the Operating Group CAB (Change Advisory Board) to review changes and ensure accuracy and compliance to policy.
-Coordination and review of changes, ensuring a proper technical assessment is performed, to minimize negative impact to the production environment.
- Coaches team on change technical standards and guidelines for production implementation.
- Performs analysis of change on a regular basis to ensure overall quality is within established guidelines.
- Assumes on-call responsibilities as appropriate

Position Qualifications:
- Bachelor Degree, with a technology or business emphasis, or equivalent education/experience
-Minimum of 5 years experience

Knowledge, Skills and Abilities:
- Previous experience in a large 7x24 data center environment
- Previous experience in a multi hardware, multi platform, mutli-discipline production environment
- Previous experience in a highly available, redundant and secure processing environment


Position Attributes:

EOE M/F/D/V


Business Unit:

0CCIA - Carlson Companies, Inc.

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=551942-3-783