Production Monitoring Analyst

    • Job Tracking ID: 83076-303669
    • Job Location: Seattle, WA
    • Job Level: Mid Career (2+ years)
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: May 16, 2020
    • Years of Experience: 5 - 7 Years
    • Starting Date: May 25, 2020
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Job Description:

As a Production Monitoring Analyst, you will be responsible for monitoring and providing Tier 1 & 2 support for all layers of our production environment (network, server, database, storage, application, physical Data Center). Key responsibilities include ensuring that all issues are identified, tracked, escalated (where needed) and resolved in a timely manner. The ideal candidate would be process oriented with strong customer service skills who has experience providing level 1 & 2 technical support for mission critical business IT systems. The required work shift can fall within our 24 x 7 schedule. Flexibility to work any given shift, including weekends and holidays is required.

• Manage and perform tasks associated with the regular monitoring of production IT systems including but not limited to: Applications, Servers, Network Infrastructure, Storage, physical Data Center.
• Utilize enterprise monitoring solutions to identify alarms that have been triggered against the production environment
• Document issues in the production environment, resolving the issue whenever possible and escalating if necessary
• Pro-actively contact customers when production processes are significantly delayed or may impact business critical functions
• Assist in the upkeep of support documentation ensuring clear, concise, and accurate support information is available to all team members
• Provide a complete and accurate summary of all activities during shift turnover to ensure continuity with peers
• Demonstrate proficiency with all tools and processes associated with the monitoring of the production environment
• Provide technical assistance to companion work groups in support of projects and maintenance ensuring good inter-departmental relations
• Assist in root cause analysis exercises of reoccurring production issues
• Understand and follow department and division policies and procedures
• Demonstrate the ability to prioritize tasks and manage your time effectively
• Provides tier 1 & 2 technical support to employees who use the company's various computer and communication systems
• Perform administrative support for various computer and software systems
• Communicate to users and publish to the IT website the status of any system outages, as needed.
• Ensure all second and third level problems are identified and assigned to appropriate organizations or individuals for resolution
• Ensure that problems are escalated to management for additional attention according to duration and severity
• Act as a resource to peers and companion workgroups
• Make process improvement suggestions, as needed
• Shift and weekend work required


Experience and Skills:

• Two years of direct customer service experience, required
• Minimum two years of direct enterprise level monitoring experience, required
• Experience utilizing enterprise level monitoring tools like Nimsoft and SolarWinds a plus
• Work well both independently and with team members, required
• Excellent written and verbal communication skills, required
• Strong analytical skills, required
• Ability to make good troubleshooting decisions utilizing internal policies and procedures as well as technical documentation, required
• Ability to learn quickly and demonstrate willingness to keep technical skills current, required
• AA Degree in Computer Science or equivalent work experience, preferred
• Proficient with using Windows operating systems and Microsoft Office products, required
• Experience with server OS, such as Windows Server 2008 R2, 2012 and Unix desired
• Experience with IBM z/Os mainframe preferred
• Exposure to Airline computer systems preferred 
• Production Operations is open 24 x 7; flexibility to work any given shift, including weekends and holidays is required

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