IT Operations Associate II

REQUIREMENTS:

1 or more years of IT Experience or equivalent education.

1 or more years of professional experience with SQL or equivalent education.

1 or more years of professional experience with MS Server or equivalent education.

Experience and basic knowledge of C # programming language is desirable.

Experience and basic knowledge of networking is desirable.

80% English is required

Job Description

The role is responsible for managing and resolving high-priority incidents and service requests to completion ensuring adherence to established service level targets. The position provides Level 2 (L2) technical and customer support to internal and external users maintaining end-to-end ownership of incidents customer communications and escalations.

The controller analyzes incidents to determine affected Configuration Items (CIs) produces and validates accurate incident documentation and gathers additional information from requesters as needed. When issues cannot be resolved within the Production Control Group the role coordinates with appropriate analysts specialists and departments to ensure timely resolution.

This position acts as a customer advocate by assessing escalations delivering reliable and courteous support via phone and email and sharing actionable intelligence gained through customer interactions with the broader team. The role also assists users in identifying and resolving complex data and communication issues supports cross-functional coverage within the division and contributes to continuous improvement by developing and maintaining procedures and documentation for production and quality systems.

REQUIREMENTS:

1 or more years of IT Experience or equivalent education.

1 or more years of professional experience with SQL or equivalent education.

1 or more years of professional experience with MS Server or equivalent education.

Experience and basic knowledge of C # programming language is desirable.

Experience and basic knowledge of networking is desirable.

Schedule: 7:30 p.m. to 1:30 a.m. from Sunday to Friday

Work from Home position.

Responsibility Statements

• Monitors applications and processes and assists with remediation steps.
• Follows documented process for daily activities
• Assists with researching anomalies in production processes.
• Performs actions based on business/operational needs and prepares system reports.
• Assists with incident management and support requests.
• Works with support teams to define root cause and replicate issues.
• Verifies environment stability.
• Performs daily tasks competently.
• Performs other duties as assigned.
• Complies with all policies and standards.