Sr Infrastructure Service Delivery Analyst - WFH
Health Care Service CorporationAbout the role
At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.
Join HCSC and be part of a purpose-driven company that will invest in your professional development.
Job Summary
This position is responsible for executing the organization's Problem Management practice, reducing recurring incidents, improving service stability, and driving continuous service improvement across the IT environment. This role serves as a key liaison between infrastructure, application, operations, security, and business teams to identify root causes of service disruptions, implement preventative measures, and enhance operational resilience.The Senior Problem Management Analyst facilitates complex investigations, leads post-incident reviews, drives corrective action plans, and provides strategic insight into technology risks and service performance trends. The role requires strong analytical, technical, and stakeholder management skills, along with expertise in ITIL-based service management practices.
NOTE: WFH role and must reside in Texas or Illinois. Relocation will not be offered; sponsorship is not available including if you are currently on OPT.
Required Job Qualifications:
* Bachelor degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience.
* Knowledge of ITIL v3 framework
* Knowledge of ITSM systems
* Knowledge of all Infrastructure technologies, including monitoring and event management technologies
* Experience with UC/Collaboration and Executive Support, including mobile devices (laptops, tablets, handheld)
* Experience with Mainframe and Mainframe Storage, including z/OS, CICS, VSAM, - all other Mainframe technologies
* Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
* Experience with Network, Voice, Call Center and Network (data and voice) technologies
* Supplier management
* Infrastructure domain knowledge
* Continuous improvement
* Incident management
* Knowledge of required technologies (incl 3rd party solutions)
* Problem Management / RCA
* Customer service oriented
* Adaptability and ability to introduce / manage change
* Drive conflict management in high pressure situations
* Performance / metrics-driven decision making
Preferred Job Qualifications:
* Bachelor degree in relevant field (IT, Engineering) or equivalent career experience
* 7+ years of experience in IT Operations, Service Management, Infrastructure Support, or related disciplines.
* 3+ years of direct experience in Problem Management, Major Incident Management, or Service Reliability functions.
* Strong knowledge of ITIL principles and IT Service Management frameworks.
* Experience leading complex Root Cause Analysis investigations.
* Exceptional analytical and troubleshooting skills.
* Strong communication, facilitation, and stakeholder manage
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