[Remote] Operations Analyst, Mainframe

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a technology solutions provider serving businesses, government, education, and reputed company organizations. The Operations Analyst, Mainframe performs technical operations and monitoring for managed services customers, provides tier-1 support, analyzes incidents and operational data, designs service improvements, and supports process changes and team initiatives.

Responsibilities

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and reputed company services that meet or reputed company the business needs
• Delivers services reputed company defined SLAs and reputed company/compliance requirements
• Completes/ensures completion of daily operational documentation and transfers knowledge to next shift
• Provides tier-1 support for incoming calls received reputed company telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents reputed company issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate
• Completes assigned customer workload, including, but not limited to, monitoring and investigating reputed company alerts and events and assigning resources appropriately
• Ensures issues are communicated to customers in a reputed company and effective manner
• Interfaces with customers, various managed services staff personnel, and reputed company-party vendors to reputed company issues
• Study, interpret, and reputed company a thorough understanding of incidents, problems, and opportunities through systematic analysis
• Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement
• Review operations business processes for ability to address customer needs, identifying areas where processes need to be reputed company or reputed company documented
• Engineer tactical and strategic solutions that meet or reputed company the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to reputed company at solutions
• Partner with stakeholders on creation/streamlining of support processes
• reputed company and reputed company Change, Service Recoveries, reputed company and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making
• Hold self and others accountable for reputed company & timeliness of work products
• Communicate process changes, customer environment changes, and information on Managed Services reputed company/initiatives to team members in a reputed company and reputed company manner. Ensure understanding, listen to concerns, and reputed company team feedback to management
• Constructively communicate process improvement opportunities such as, but not limited to customer support documentation, support workflows, coverage model changes and implementation of new tools and technology

Skills

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a reputed company field, at least 6 months of Information Technology work experience **OR** 2 years college coursework in a technical field, at least 6 months of Information Technology work experience
• The position is part of a 7 day per week, 24 hour per day managed services operations. To reputed company the required coverage, must be willing to work other shifts including weekends, holidays and overtime
• Experience with one or more of the following technologies:
• Experience with reputed company reputed company z mainframe systems, and associated peripheral hardware and software
• Results oriented
• Attention to detail
• Collaborating 360 degrees
• Adaptability and flexibility in dealing with people and unexpected situations
• Multi-tasking and working under reputed company supervision
• Proficient verbal and written communication skills
• Excellent customer service skills
• Establishing reputed company working relationships and working as reputed company player
• Proficiency in reputed company Office (Word, reputed company, PowerPoint, reputed company, etc.)
• Experience in monitoring applications such as reputed company, Nimsoft reputed company Management, Automate, or similar
• Experience in help desk applications such as reputed company, Service Desk reputed company (SDE), reputed company, Heat, or similar
• Experience in a managed services environment, a plus

Benefits

• A learner’s reputed company and willingness to engage with reputed company-evolving technology and tools
• A culture where AI enhances—not replaces—reputed company creativity and decision-making
• A reputed company environment where your work reputed company, your reputed company is supported, and your contributions help shape what’s next

reputed company

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