Junior Operations Analyst 2

Job Title: Junior Operations Analyst 2 

Location: Austin, TX USA

Travel:  25%  

Job description:

MUST BE A US CITIZEN OR GREEN CARD HOLDER

Job Summary: We are seeking dedicated and knowledgeable IT Operations Support professionals to join our 24x7 command center located in Austin, TX. The ideal candidates will have experience in supporting various IT environments, including remote support of End-User Desktops, Windows and Linux servers, Oracle and MSSQL databases and Network.

Key Responsibilities:

• Monitor IT systems and infrastructure to ensure optimal performance and availability.
• Perform triage and initial troubleshooting of incident tickets related to end-user desktops, including OS, M365, and various desktop applications.
• Perform triage and initial troubleshooting of incident tickets related to infrastructure services.
• Fulfill standard service requests following documented procedures.
• Support virtual machines hosted in public and private cloud environments, with a focus on Azure and VMWare.
• Utilize ServiceNow for incident management, service requests, and change management.
• Collaborate with other IT teams to escalate and resolve complex issues.
• Maintain accurate documentation of incidents, service requests, and resolutions.
• Participate in flexible shift rotation to support 24x7x365 operations.
• Support Major Incident Team in creation of outage bridge calls.
• Monitor ticket queues to ensure response and resolution times are being met.

Required Skills:

Qualifications:
• Proven experience in IT operations and support, particularly in a Tier-1 role.
• Expertise with supporting end user desktops remotely.
• Expertise with using infrastructure monitoring tools such as Microsoft Systems Center and Azure Monitor.
• Ability to interpret performance metrics and identify potential issues proactively
• Hands-on experience with ServiceNow or similar IT service management tools.
• Ability to follow established incident, change and request management processes, escalate issues appropriately, and communicate effectively with stakeholders during outages.
• Familiarity with server operating systems and troubleshooting.
• Familiarity with database fundamentals and troubleshooting, including Oracle and MSSQL databases.
• Familiarity of network fundamentals and troubleshooting, including network topology, and network security concepts.
• Experience with public and private cloud environments, especially Azure and VMWare.
• Proficiency in server patching and maintenance.
• Excellent problem-solving and communication skills.
• Ability to work flexible shifts, including nights, weekends, and holidays.
• Experience with managing Incident and Request tickets bound by time SLAs.

Preferred Skills:
• Certifications in relevant technologies (e.g., Microsoft, Linux, Oracle, Azure).
• Experience working with a DOD customer with strict security protocols.
• Familiarity with server patching though SCCM and Red Hat Satellite Server.
• Understanding of IT automation concepts.

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini