Senior IT Infrastructure & Operations Analyst

Position: Senior IT Infrastructure & Operations Analyst

Location: Remote

Mode Of Hire: Contract

Senior IT Infrastructure & Operations Analyst

The Global Hosting/Service Delivery team is responsible for managing Infrastructure Operations. Service Delivery (ITSM function), supports Major Incident Management, Problem (RCA) Management, Enterprise Change Management and PagerDuty. This position will provide support related to all the above-mentioned areas, assist with developing analytics around Major outages, identify trends and propose corrective actions

Essential Duties and responsibilities

• • Communicate and align regularly with Senior Business and IT leaders
  • Lead Major Incident bridge calls, ensuring appropriate participation from resolution teams, sending stakeholder communications, and interacting with internal customers regularly.
  • Provide SME-level expertise for Major Incidents and Problem Management. This requires a broad infrastructure background, ability to identify systemic and/or potentially wide-spread issues and communicate technical terminology in laymen's terms.
  • Analysis of Infrastructure-related Major Incidents to identify proactive improvement measures
  • Utilize operational expertise to assist with driving resolution efforts regarding mission critical incidents
  • Problem Management/Root Cause Analysis. Trend analysis on Problem Records/RCAs and in-depth understanding of RCA/Solution Tasks
  • Assist with identifying and implementing plans to reduce recurring Major Incidents, MTTR and MTTI
  • Understanding of infrastructure and application architecture and able to communicate effectively with technical/infrastructure team members
  • Understanding of DevSecOps and DevOps tools
  • Understanding of the relationship between Change Mgmt and Major Incidents
  • Ability to work on a 24x7x365 On-Call rotation
  • Improve metrics and reporting related to Major Outages (PowerBI experience is helpful)
  • Adherence to ITIL and ITSM Best Practices
  • Ability to work independently and manage multiple responsibilities simultaneously
  • Willingness and ability to speak up and take control of a Major Incident discussion even with Sr. Leadership present. Must possess confidence and strong technical communication skills.

Key Requirements

• • Bachelor's Degree or equivalent relevant experience
  • Above average written and verbal communication skills
  • In-depth conceptual and practical knowledge related to IT Infrastructure & Operations
  • Demonstrated analytical and problem-solving skills with strong attention to detail
  • Continuous Improvement mindset
  • 5+ years of supporting IT operations in a large-scale environment
  • 5+ years of Cloud, Infrastructure and Network experience
  • Able to work independently to identify improvement opportunities and drive them to completion.
  • Executive presence and ability to communicate with all leadership levels
  • High performer, results oriented, driven individual
  • Critical thinking skills and ability to take tasks and solutions from conception to delivery/implementation
  • Strong communication, problem solving, and analytical skills
  • Understanding of ITIL & ITSM Framework (Major Incident, Problem and Change Management
  • Able to manage project requirements and timelines independently
  • Experience with ServiceNow, PowerBI and PagerDuty is preferred
  • Development experience in Python, Powershell, or similar is useful