TPI Staffing Inc.
Service Assurance Analyst
TPI Staffing Inc., Atlanta, Georgia, United States, 30383
Job Title:
Service Assurance AnalystJob Location:
Atlanta, GAContract Duration:
3+ months
Summary:
Responsible for monitoring and triage of IT Operations infrastructure, applications, & services within the operations production environment.Infrastructure includes hardware, software, application layer, database management systems, network and security, and support tools.Monitors and maintains production systems to ensure integrity, performance, accessibility, and recovery of service.Analyses and optimizes systems and services monitoring.Notified of alerts by through monitoring tools and inbound calls and performs procedures for assessing alerts and troubleshooting issues.This position may also provide support on larger more complex projects/assignments.To ensure all issues are communicated promptly and accurately to the appropriate people.Monitors and tracks to ensure all Service Level Agreements (SLA) are met.The monitoring of all necessary components of the IT NOC including key facility components of the Duke Drive Technology Center.Perform issue triage by following pre-defined operational procedures for responding to alarms.Working together with other department personnel as a team to ensure all customers, both external and internal, have all of their service needs met.Collect and validate CMDB information as needed/assigned to include escalation for corrections as needed.Review and provide reports on existing procedures to IT NOC, helping to identify any outdated or incomplete operational procedures.Maintain Six Sigma level of support for problem resolution.Pro-active action against data network elements requiring attention, to include trouble and change ticket generation, escalation and submission of outage notifications.Support the creation and update of documentation for procedures to support applications & services monitored by the IT NOC.Track, analyze and report on incidents and outage conditions.Assistance with Post Incident Review generation and all post mortem documentation for escalated events.Escalates issues to on call SME if the existing documentation proves inadequate for resolving the alert within the defined timeframes (meet or exceed SLAs).Development and tracking of metrics to identify chronic issues, issue trending.Support root cause analysis, patching, and code push planning as needed.Must be available for night/weekend shift work, & possible on call rotations.Travel as necessary to support the business needs.Any other assigned tasks required to support the success of the IT NOC.Must demonstrate initiative and determination with respect to improving operations in the IT NOC.
Required Skills:
BS/BA or Associates degree in related discipline;Experience in voice technology support;Experience in call center technology;Familiarity and background in troubleshooting complex voice & data systems preferred;Demonstrates skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in more complex research/data.
Preferred Skills:
Familiarity with Avaya Communications Manager, Remedy ticketing systems, Cisco switching and routing hardware and configurations, MS SQL server;Familiarity with monitoring software including Netcool, Sitescope & others;Familiarity with AS-400 GUI and interfaces;Familiarity with ITIL practices and methodologies.
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Service Assurance AnalystJob Location:
Atlanta, GAContract Duration:
3+ months
Summary:
Responsible for monitoring and triage of IT Operations infrastructure, applications, & services within the operations production environment.Infrastructure includes hardware, software, application layer, database management systems, network and security, and support tools.Monitors and maintains production systems to ensure integrity, performance, accessibility, and recovery of service.Analyses and optimizes systems and services monitoring.Notified of alerts by through monitoring tools and inbound calls and performs procedures for assessing alerts and troubleshooting issues.This position may also provide support on larger more complex projects/assignments.To ensure all issues are communicated promptly and accurately to the appropriate people.Monitors and tracks to ensure all Service Level Agreements (SLA) are met.The monitoring of all necessary components of the IT NOC including key facility components of the Duke Drive Technology Center.Perform issue triage by following pre-defined operational procedures for responding to alarms.Working together with other department personnel as a team to ensure all customers, both external and internal, have all of their service needs met.Collect and validate CMDB information as needed/assigned to include escalation for corrections as needed.Review and provide reports on existing procedures to IT NOC, helping to identify any outdated or incomplete operational procedures.Maintain Six Sigma level of support for problem resolution.Pro-active action against data network elements requiring attention, to include trouble and change ticket generation, escalation and submission of outage notifications.Support the creation and update of documentation for procedures to support applications & services monitored by the IT NOC.Track, analyze and report on incidents and outage conditions.Assistance with Post Incident Review generation and all post mortem documentation for escalated events.Escalates issues to on call SME if the existing documentation proves inadequate for resolving the alert within the defined timeframes (meet or exceed SLAs).Development and tracking of metrics to identify chronic issues, issue trending.Support root cause analysis, patching, and code push planning as needed.Must be available for night/weekend shift work, & possible on call rotations.Travel as necessary to support the business needs.Any other assigned tasks required to support the success of the IT NOC.Must demonstrate initiative and determination with respect to improving operations in the IT NOC.
Required Skills:
BS/BA or Associates degree in related discipline;Experience in voice technology support;Experience in call center technology;Familiarity and background in troubleshooting complex voice & data systems preferred;Demonstrates skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in more complex research/data.
Preferred Skills:
Familiarity with Avaya Communications Manager, Remedy ticketing systems, Cisco switching and routing hardware and configurations, MS SQL server;Familiarity with monitoring software including Netcool, Sitescope & others;Familiarity with AS-400 GUI and interfaces;Familiarity with ITIL practices and methodologies.
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