Weill Cornell Medicine - New York, NY
posted 2 months ago
The Service Operations Analyst II - Infrastructure is a senior role within the IT Operations team, focusing on providing technical leadership and expertise in various infrastructure domains, including Cloud Operations (AWS, GCP, Azure), Backup Configuration, File Share Management, BigFix Administration, and On-Premises Infrastructure management (VMware, Windows & Linux Server Management & DNS). This position is critical in ensuring the smooth operation of IT services and involves identifying incidents, analyzing problem trends, and overseeing the resolution of issues within the Operations Center-supported services. In this role, the analyst will monitor and troubleshoot processes, conduct system triage, and recover from incidents affecting infrastructure, applications, and data center environments. The analyst will collaborate with application and operational teams to escalate IT issues, perform systems analysis, and drive continual improvement initiatives. They will also document operational requirements and represent these in service forums, ensuring that service requests are fulfilled according to operational level agreements. The analyst will serve as a primary contact for Service Owners during service transitions, manage critical incidents, and provide training and guidance to junior team members. They will also assist with data acquisitions and forensic investigations, work collaboratively with engineering teams, and maintain monitoring tools. The role requires participation in an on-call rotation to provide 24x7x365 coverage for mission-critical systems and networks, ensuring compliance with ITIL processes for incident, request, change, and event management.