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    IT Operations Analyst - Dallas, United States - Spero Technology

    Spero Technology
    Spero Technology Dallas, United States

    3 weeks ago

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    Description

    Operation Support Analyst

    The Operations Support Analyst is a member of the Operations Support Team which has a primary responsibility in maintaining system availability. The Operations Support Analyst provides knowledge and skills in a multi-faceted environment of App Dev, DevOps, Networking, and Infrastructure (Mainframe/MidTier/Cloud). The Operations Support Analyst will use this expertise to facilitate root-cause analysis of problems to include the development of workarounds and/or permanent solutions, assist in change management coordination, and major incident support.

    The entire Operations Support Team is required to assist in major incident recovery efforts. An Ops Support Analyst will be called upon to provide specific guidance on a problem root cause and the workarounds or permanent solution. They will also be required to assist coordinating change management activities under the guidance of the change manager.

    The Ops Support Analyst will:

    •Assist the Problem Manager in data analysis and identify required participants (SME's) from other groups

    •Use standard problem analysis techniques to facilitate identification and validation of the Root Cause

    •Collaborate with SME's and Service Owners to:

    o Facilitate development of Workarounds and short-term corrective actions for Known Errors

    o Facilitate development and testing of permanent solution

    o Record and update problem and Known Error records with appropriate information

    o Assist the Problem Manager in validating that the Root Cause has been eliminated upon implementation of the recommended solution

    •Identify, develop, document, and recommend appropriate workarounds for Known Errors of unresolved problems determined to reside within the scope of the services

    •Perform Root Cause analysis

    o Updating the Problem to a Known Error to assist with future Incident and Problem Investigation and diagnosis

    o Analyzing the Root Cause of the Problem and updating the appropriate knowledge bases

    •Provide status reports detailing the Root Cause analysis of, and procedures for, correcting recurring Problems and critical device Severity Level Incidents

    •Facilitate a Solution plan

    o Researching potential permanent solutions

    o Developing permanent resolution plans for Problems

    o Contacting other support groups to arrange for and schedule resources from other service areas to execute solution plan tasks

    o Change documentation with recommended corrective actions to be taken to and submit to Change Management for review

    o May also be called upon to help coordinate Change Management efforts

    o Maintaining a link between the Problem Record and related Record for Change (RFC)

    •Update the Problem reporting system with the Root Cause, resolution, and the closure portion of the record, reviewing that the cause code reflects the actual cause of the Problem, and documentation is complete before closure by the Problem Analyst

    •Document Known Error Database with information regarding Problem resolution actions, activities and status and notifying all appropriate stakeholders of availability of information

    •Provide effective resolution to the Problem in accordance with the SLA/OLA

    •Tracking and reporting on Problems and trends or failures, and identifying associated consequences of Problems

    Flexible work from home options available.

    We'll get you where you want to go

    Choosing the right staffing company is challenging. You need someone who can do more than point you to a job listing; you need a true partner. When you work with SperoTM, you get an entire team of recruiting professionals who know your industry, listen to what you want and will look out for your best interests. This includes:

    • Help navigating through the confusing client hiring process
    • Knowledge and skill to help you avoid land mines throughout the hiring process
    • Help preparing for each step of your interview process
    • A behind-the-scenes advocate to help you stand out from other candidates
    • Career guidance
    • Career openings you can't find anywhere else
    Whether you're actively looking for new opportunities or not, we want to get to know you. What do you want out of your next job? What do you want out of your career? What do you want out of life? Wherever you want to go, we can help you get there.

    Call us. Let's talk. We can't wait to meet you.
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