Senior Operations Analyst

As a key member of the Technology Operations Center (TOC), the IT Major Incident Commander (MIC) Senior Operations Analyst will collaborate with leaders and operations teams across Ameriprise Information Technology to identify, resolve, and reduce critical technology issues leading to business impacts.

The TOC Sr. Analyst will ensure Ameriprise IT Infrastructure and Application environments are set up for observability and recoverability, and that operations teams are equipped to react to and restore critical technology impacts, reporting on and delivering recommendations for any assessed opportunities for improvement.

They will assess trends to identify systemic issues, and lead Root Cause Analysis efforts to prevent recurrence of observed issues and improve the operational stability and resiliency of the organization.

The IT MIC Sr. Analyst will also act as a team lead, guiding fellow team members and leading continuous service improvements to team activities to support the effectiveness of the team as a whole and improve the availability of critical technology tools.

Key Responsibilities

Closely monitor Ameriprise IT Infrastructure and application systems for potential outages or other critical issues.

Contribute to the improvement of monitors and observability to reduce the Mean Time To Engage (MTTE) Technology teams

Engage Technology teams to Major Incident Restoration calls (Bridges) to restore service to Clients, Advisors, and Corporate users supported by Ameriprise Technology.

Command the Major Incident Restoration Bridges, driving investigation streams and coordinating troubleshooting activities to lead to improved Mean Time To Restore (MTTR) business services.

Communicate technology impacts to affected users via system alerts on corporate Intranet sites and through coordination with Service Desk representatives.

Communicate technology impacts and steps being driven to restore service to operations teams and senior leadership via email.

Share impact timeline summaries with senior leadership to highlight improvement opportunities and assess operational gaps.

Root Cause Investigation

• Upon restoration of a critical impact, lead root cause investigation efforts to fully understand the sequence of events leading to critical business impact

• Coordinate implementation of process controls, technical solutions, and best practices to prevent recurrence of critical impact under similar circumstances

• Review for opportunities to improve observability to react to similar issues sooner

• Identify learnings to be shared with other Infrastructure and Application operations teams to prevent similar issues in other systems across the organization

• Assess for trends in critical impact to identify systemic risks that merit broader solutions for the IT organization.

Continuous Service Improvement

• Lead product improvements within the Critical Incident and Problem Management space to improve the capabilities of the team and reduce MTTE and MTTR.

• Identify opportunities to improvement within the team's products, practices, and processes

• Coordinate efforts across Technology Infrastructure and Application-specific operations teams to instill behaviors and team practices that support application resiliency and recoverability.

Team Leadership

• Act as a coach and guide for follow team members with less experience and expertise

• Train other new TOC team members in processes and best practices.

• Act as an example for other team members in stewardship of the organization's Technology Availability

Required Qualifications

• Bachelors degree or equivalent (4-years) in Computer Science, IT, MIS, Math or related field.

• 5-7 years of relevant work experience required.

• 5+ years of technical operations/support experience with proven knowledge of - and experience working with - ITIL framework.

• Solid understanding of technology landscape as it relates to IT Operations including cloud technologies and services(AWS, Azure), server management (Windows/RedHat Linux), database (SQL/Oracle/Cloud-based relational databases), information security, networking, storage and backup, containerization, and virtualization.

• Thorough knowledge and understanding of current incident response techniques and technologies as well as the methods used in performing business impact analysis.

• Ability to work well interpersonally cross functionally and cross-discipline at various levels as well as influence and manage without direct authority.

• High critical thinking