Service Operations Analyst II - Infrastructure

$95,000 - $117,300/Yr

Weill Cornell Medicine - New York, NY

Full-time - Mid Level

New York, NY

Educational Services

About the position

The Service Operations Analyst II - Infrastructure position at Weill Cornell Medicine is a senior role within the IT Operations department, focusing on providing technical leadership in various infrastructure domains. This includes expertise in Cloud Operations (AWS, GCP, Azure), Backup Configuration, File Share Management, BigFix Administration, and On-Premises Infrastructure management, which encompasses VMware, Windows, Linux Server Management, and DNS. The analyst will play a crucial role in identifying incidents and analyzing problem trends, overseeing the management and resolution of issues, and contributing to root cause analysis and troubleshooting of discovered issues within the Operations Center-supported services. In this role, the analyst will be responsible for monitoring and troubleshooting processes, system triage, and recovery for all infrastructure, applications, and data center environments. They will identify operational risks and propose alternative solutions while participating in the technical escalation of IT issues. Collaboration with both application and operational teams is essential, as the analyst will engage in systems analysis, diagnosis, troubleshooting, performance analysis, and resolution of issues. The position also involves driving problem analysis and incident trending improvement opportunities, working closely with Service Owners and Operational Management to implement continual improvement initiatives. The analyst will document and represent operational requirements in service forums, manage critical incidents, and ensure operational readiness during service transitions. They will serve as an escalation point for junior analysts, providing training and guidance, and will also back up junior analysts in responding to tickets and monitoring event consoles. The role requires administering servers, storage, and backup technologies, assisting with data acquisitions and forensic investigations, and providing ongoing support for production and test/development systems. The analyst will also manage monitoring tools and participate in an on-call rotation to ensure 24x7x365 coverage of mission-critical systems and networks. Compliance with operational level agreements for service requests and adherence to ITIL processes for incident, request, change, and event management are critical aspects of this position.

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 troubleshooting.
• Drive problem analysis and incident trending improvement opportunities.
• Work with Service Owners and Operational Management to drive continual improvement initiatives.
• 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 training and guidance for junior team members.
• Back up junior analysts in responding to tickets and monitoring event consoles.
• Administer servers, storage, and backup technologies.
• Assist with data acquisitions, electronic discovery, and forensic investigations.
• Collaborate with engineering teams to provide service management and support for production and test/development systems.
• Manage monitoring tools and participate in an on-call rotation for 24x7x365 coverage.
• Ensure service requests are fulfilled as per operational level agreements.
• Develop knowledge base articles and work instructions for operational tasks.
• Follow change management processes for operational change tasks.

Requirements

• Bachelor's degree in a related field or five years of equivalent technical experience required.
• ITIL v3 Foundations 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 who enjoys working in a fast-paced and challenging environment.
• Capable of working independently with little supervision or direction.
• Excellent operations, troubleshooting, and critical thinking skills.

Nice-to-haves

• Experience with cloud technologies such as AWS, GCP, and Azure.
• Knowledge of security best practices in IT operations.

Benefits

• Competitive salary range of $95,000.00 - $117,300.00.
• Comprehensive health insurance coverage.
• Opportunities for professional development and training.
• Flexible working hours with a 35-hour work week.
• Participation in a 24x7x365 on-call rotation for critical support.