Infrastructure Engineering Senior Analyst

Infrastructure Senior analysts will serve under IT support job family. Will be participating in planning monitoring and evaluating performance of enterprise systems. Sr. analyst will be providing recommendations for improvements and upgrades

Provides routine technical assistance and resolution for non-complex network problems. Apply standard techniques and procedures to routine instructions that require professional knowledge in specialist areas< >Delivers professional activities in the IT Support job family with a focus on IT Technical Operations. Plans, monitors, and evaluates performance of enterprise systems and makes recommendations for improvement/upgrades.Assists in developing technical standards and application interface. Provides routine technical assistance and resolution for non-complex network problems.Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in IT Technical Operations.Provides advanced professional input to complex IT Support assignments/projects. Utilizing independent judgment and discretion, designs, develops, tests, debugs and implements moderately complex operating systems components, software tools, and utilities required for the operation, maintenance, and control of computer systems. Make moderately complex modifications to existing software to fit specialized needs and configurations and maintains program libraries and technical documentation.Assists in planning, scheduling and implementation. Initiates corrective action to stay on schedule. Supports and provides direction to more junior professionals. Works autonomously, only requiring “expert” level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Technical Support. 

Education:

< >Bachelor’s degree or related experienceProven track record in day-to-day production support  

Experience:

Candidates must have strong experience in the following areas: 

< >3-5 years of experience required3 – 5 years of general IBM Mainframe Operations experienceProblem solving skills, ability to work collaboratively with other departments to resolve complex issues with innovative solutionsSkills:

< >Knowledge of ESP, CA7, IWSKnowledge of MVS, JES, CICS, DB2, and VTAM commandsKnowledge of JCL, NDM, and FTPKnowledge of Service Now and Microsoft Office ProductsAbility to prioritize workloadStrong ability to build partnerships with staff and leadership at all organizational levelsSeasoned and well developed independent decision-making skillsStrong customer service focusExcellent oral, written and interpersonal communication skillsFamiliarity with Health Care or PBM industry helpfulMust be highly flexible, adaptable and a self-starter with little to no leadership oversightPerform eyes-on-glass monitoring of our IT infrastructure using a variety of business standards and proprietary toolsRaise incident tickets in response to monitoringTriage and resolve IT tickets in response to monitoring and user-reported issuesManage incident telephone calls and engage the proper teams to resolve incidentsDocument process, procedures, and technology used by the Enterprise Operations Command CenterCreate Standard Operating Procedures (SOPs) for the handling of IT incidents.Maintain the health of our IT environment by correlating ongoing monitoring alerts with active changes and incidentsExecute tasks involving a degree of forward planning and anticipation of needs/issuesPartners with other teams within and outside of the org to increase the quality of alerts/INCs coming to the teamPuts forth extra effort outside of his/her key operations scheduleDesign, implement and maintain a consistent process for Scheduling Tool Agent installs/uninstalls/upgradesProvide Level 2 Support and work with appropriate vendorsCommunicate and coordinate tool upgradesPerform checkout after tool upgradesProvide On call for all scheduling tool anomalies (EVN and USM)

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