Weill Cornell Medicine - New York, NY

posted 2 months ago

Full-time - Mid Level
New York, NY
Educational Services

About the position

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.

Responsibilities

  • Monitor and troubleshoot processes, system triage, and recovery for all infrastructure, applications, and data center environments.
  • Identify operational risks and propose alternative solutions.
  • Participate in technical escalation of IT issues, collaborating with application and operational teams through systems analysis and resolution.
  • Drive problem analysis and incident trending improvement opportunities with Service Owners and Operational Management.
  • Document and represent operational requirements in service forums.
  • Manage critical incidents and serve as a point of contact for problem management initiatives.
  • Ensure operational readiness during service transitions as the primary contact for Service Owners.
  • Provide escalation support for junior analysts in monitoring and troubleshooting SOC-monitored services.
  • Train and guide junior team members, providing backup in responding to tickets and phone queues.
  • Administer servers, storage, and backup technologies, assisting with data acquisitions and forensic investigations.
  • Collaborate with engineering teams to support and maintain production and test/development systems.
  • Manage monitoring tools and participate in an on-call rotation for 24x7x365 coverage.
  • Fulfill service requests as per operational level agreements and develop knowledge base articles.
  • Follow change management processes to ensure compliance for operational change tasks.

Requirements

  • Bachelor's degree in a related field or five years of equivalent technical experience required.
  • ITIL v3 Foundations certification highly desired.
  • Experience with Linux, Microsoft, VMware, Network, and AWS.
  • Experience with LDAP, Active Directory, DNS, and DHCP technologies.
  • Experience with monitoring tools, various operating systems, backup, and cloud technologies.
  • Experience with PowerShell, Bash, Python, and Perl scripting.
  • Experience with Cisco, Azure, GCP, and Security certification is a plus!
  • Excellent written and verbal communication skills.
  • Results-driven individual capable of working independently with little supervision.
  • Strong operations, troubleshooting, and critical thinking skills.
  • Technical acumen to facilitate and manage technical bridge lines across multiple domains.

Nice-to-haves

  • Experience with cloud technologies such as AWS, GCP, and Azure.
  • Familiarity with security certifications and practices.
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