Operations Analyst

This role is responsible for ensuring success of business-critical application operations by supporting day to day batch processing, analyzing and fixing the issues on priority while adhering to standards and SLA's. Leverage expertise in Tidal Workload Automation, IBM Tivoli Workload Scheduler, or another major job scheduling tool such as Control-M to manage and enhance the batch processing environment.

Key Responsibilities

• Train, guide and support Tidal customers to meet their development and operations needs.
• Work with the automation engineers on Tidal monitoring, reporting and analytics and be proactive in production support.
• Provide technical consultancy for new projects requiring implementation setup with consideration of existing automation jobs.
• Take ownership of Incidents and Requests assigned to the team, ensuring they are SLA compliant.
• Identify and implement key service improvements to ensure an effective and efficient Incident and Request management process.
• Communicate effectively to both internal and external users.
• Escalate and manage incidents when scheduling platforms experience an extended service outage, or service levels are not being met.
• Accurately record resolution of Incidents and Service Requests to quality standards for future investigation.
• Accurately record and prioritize and manage Incidents and Service Requests against suitable SLAs and resolution targets.
• Restore normal service operation as quickly as possible, investigating, diagnosing and resolving incidents where possible.
• Continuously monitor Automation queues for new requests.
• Identify candidates for Problem Management and feed into the Problem Management process.

Team Role 

• Actively monitor the teams’ workflow to ensure all incident and requests are being completed within SLA.
• Assist and have input into maintaining the AMPF service catalogue and knowledge base to help in enabling the prompt resolution of incidents and support of administration requests within service levels. 
• Be self-motivated to explore evolving technologies and identify potential opportunities for increasing your skillset.
• Encourage knowledge sharing across different tiers of support aiming to maximize the first-time fix rate at the Service Desk
• Through the effective use of a knowledge base, ensure sharing and transfer of knowledge both within the immediate team and across other teams within IT Service Delivery.
• Identify cost effective opportunities for improvement and recommend solutions to meet customer and user requirements, where appropriate.
• Engage with the Automation SME Lead, look for opportunities for team development in a manner consistent with company policy and procedures
• Develop internal team processes to ensure the integrity and quality of the service provision is maintained. Where possible, look for and propose opportunities for improvement.
• Escalate and manage situations arising from customer issues to Manager. #LI_DNI

Required Qualifications

• BS Computer Science, BA MIS, or associate's degree.
• 1-3 years of experience required.
• Education and/or technical Training on complex and sophisticated network systems such as routing, software defined wan, load balancing. 
• 1+ year of experience with Tidal Workload Automation or IBM Tivoli Workload Scheduler or any other major job scheduling tools such as Control-M.
• Ability to demonstrate problem/incident management and troubleshooting skills within a technology operations environment. 
• Broad knowledge in some of the following networking areas: Routing, Switching, Security, Firewalls, SASE, Proxy, AWS networking, Azure Networking
• Developing and executing project plans. 

Preferred Qualifications

• Preferred certifications: ITIL , Cisco, Palo Alto,  F5, Python, Zscaler, Information Security.
• Working knowledge of LAN/WAN network infrastructure: switches, routers and hubs, and acceleration/de-duplication devices. 
• Experience writing scripts in one or more  administrative languages: such as python. 
• Confident and comfortable taking the lead by establishing command and control during troubleshooting or recovery scenarios. 
• Expertise in Tidal Workload Automation or IBM Tivoli Workload Scheduler or any other major job scheduling tools such as Control-M.
• Experience with job design, administration, and maintenance of jobs in distributed and/or mainframe environments.
• Experience in troubleshooting and resolving scheduling issues.
• Strong working knowledge of industry-standards scheduling management tools.
• Demonstrated, successful experience working in a matrixed, mul