Job Details

Analyst - Managed Services Operations (Converged Infrastructure)

Sirius Technical
Pennsylvania, United States
Position Summary:The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.Primary Duties & ResponsibilitiesService Delivery - 60% Job WeightAccountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the businessDelivers services within defined SLAs and security/compliance requirementsCompletes/ensures completion of daily operational documentation and transfers knowledge to next shiftProvides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriateCompletes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriatelyEnsures issues are communicated to customers in a timely and effective mannerInterfaces with customers, various managed services staff personnel, and third party vendors to resolve issuesAnalysis - 20% Job WeightStudy, interpret, and develop a thorough understandings of incidents, problems and opportunities through systematic analysisRegularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvementReview operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documentedDesign - 10% Job weightEngineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutionsPartner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes .Leadership - 10% job weightEnable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision makingHold self and others accountable for quality & timeliness of work productsCommunicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely Ensure understanding, listen to concerns, and relay team feedback to managementConstructively communicate process improvement opportunities such as, but not limited to: customer support documentation, support work flows, coverage model changes, and implementation of new tools and technologyBasic QualificationsOne of the following:Applicable Operations work experience in a "Managed Services" environment, ORAssociate's degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, ORTwo (2) years college coursework in a technical fieldAt least six (6) months of Information Technology work experience. This requirement can be fulfilled via completion of the Sirius Academy programExperience with one or more of the following technologies:VMwareCitrixCisco NetworkingEnterprise Storage (EMC, IBM, and/or NetApp)Windows serversOther Position RequirementsProven ability to collaborate 360 degreesDemonstrated sense of accountability and ability to produce resultsDemonstrated adaptability; able to be flexible in dealing with people and unexpected situationsProven attention to detailExperience in monitoring applications such as Nimsoft Unified Management, Automate, or similarExperience in help desk applications such as Service Desk Express (SDE), Remedy, ServiceNow, Heat, or similarDemonstrated ability to multi-taskDemonstrated ability to work under minimal supervisionDemonstrated verbal and written communication skillsDemonstrated customer service skillsDemonstrated ability to establish positive working relationships and work as a team playerDemonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, )Preferred QualificationsExperience in a managed services environmentData Privacy and Security:All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate SiriusParticipate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignmentEssential FunctionsThe position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.The above primary duties, responsibilities, and position requirements are not all inclusive.Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.CompetenciesClient Focus - Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationshipAction Oriented - Readily takes on challenges, without unnecessary planning. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times. Steps up to handle tough issues.Collaborates - Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Credits others for their contributions and accomplishments. Gains trust and support of others.Instills Trust - Follows through on commitments. Is seen as direct and truthful. Keeps confidences. Practices what he/she preaches. Shows consistency between words and actions.Communicates Effectively - Is effective in a variety of communication settings: one-on-one, small or large groups, among diverse styles and position levels. Attentively listens to others. Adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions.Tech Savvy - Anticipates the impact of emerging technologies and makes adjustments. Scans the environment for new technical

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