Service Operations Analyst I - Linux & Cloud - Hybrid
Weill Cornell Medicine is seeking a Service Operations Analyst I to ensure the health of all monitored and managed systems, networks, and applications. The role involves providing IT technical and application support, identifying incidents, and overseeing the resolution of issues in a hybrid working environment.
Responsibilities
- Responsible for monitoring and troubleshooting of processes, system triage and recovery for all infrastructure, applications, and data center(s) environments
- Identifies operational risks and proposes alternative solutions
- Participates in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution
- Participates in 24 x 7 monitoring and troubleshooting of Service Operations Center-monitored services, including Infrastructure, Networks, applications and monitored applications
- Performs triage and remediation of detected issues
- Responds to tickets and phone queue for Service Operations Center
- Administers servers, storage, and/or backup technologies
- Works collaboratively with engineering team to provide continuing service management and support on all production and test/development systems
- Provides support and maintenance for all current and new systems
- Monitors event console, identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage
- Provides ongoing support and management of monitoring tools
- Participates in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks
- Ensures SOP procedures have been fulfilled and that work instructions and SOPs are being followed
- Ensures that service requests are fulfilled as per the operational level agreement and committed fulfillment time
- Develops knowledge base articles and work instructions for inclusion into knowledge base of record
- Follows WCM ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management
- Follows the change management process for operational change tasks to ensure compliance for change management
- Ensures all change management tasks are complete
- Occasionally assists with data center(s) activities such as shipping, delivery, inventory, and operational tasks
Skills
- Bachelor's Degree
- Strong Unix/Linux administration experience
- Basic understanding of configuration management tools such as Salt, Ansible, Chef, etc
- In-depth understanding of cloud services provided by AWS, GCP, and Azure
- Proficiency in using AWS Command Line Interface (CLI) and Software Development Kits (SDKs)
- Experience with AWS CloudFormation for infrastructure as code
- Proficiency in using GCP Deployment Manager for infrastructure as code
- Knowledge of Anthos for hybrid and multi-cloud application management
- Proficiency in using Azure Command-Line Interface (CLI) and PowerShell
- Experience with ARM templates for infrastructure as code in Azure
- Proficiency in Infrastructure as Code (IaC) tools (e.g., Terraform) for managing and provisioning infrastructure
- Experience with monitoring and logging tools across platforms (e.g., CloudWatch, Stackdriver, Azure Monitor)
- Understanding of networking concepts relevant to cloud environments
- Excellent communication skills (both verbal and written)
- 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
- Technical acumen and the ability to facilitate and manage technical bridge lines that cross multiple domains
- Ability to quickly determine root cause, business impact and resolve issues as quickly as possible
- Advanced industry certifications such as RHCE, LFCE, etc
- Relevant certifications for AWS (e.g., AWS Certified SysOps Administrator), GCP (e.g., Google Certified Associate Cloud Engineer), and Azure (e.g., Microsoft Certified: Azure Administrator Associate)
- ITIL Certifications
Company Overview
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