Operations Analysts provide 24/7 coverage of the Network Operations Center and play a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements. Analysts apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients.
Key Areas of Responsibility
Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
Provide detailed and effective communication to internal and external customers
Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
Provide alert response as well as email and telephone technical support for data center and managed services clients
Take ownership of the incident/request and drive it to resolution
Document and track troubleshooting steps, incident solutions and support requests
Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution
Guide and mentor less experienced teammates by providing technical support, training, and direction
Handles several tasks simultaneously (ie: troubleshoots and develops internal network, responds to emergencies).
Assist in creating and documenting policies and procedures.
Understand SLAs in a production environment and proactively strive to meet the commitments.
Provide support to Service Account Managers, Situation Managers, Project Managers and product developers.
Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
Supports and conducts self in a manner consistent with customer service expectations.
The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.