Enterprise Operations Center Analyst

The New York Independent System Operator (NYISO) manages the efficient flow of electricity across the state and is seeking an Enterprise Operations Center Analyst to join their Information Technology Team. The role involves monitoring IT infrastructure, responding to incidents, and ensuring system availability for NYISO's power systems and applications while adhering to best practices and compliance requirements.

Responsibilities

• Monitor NYISO’s IT infrastructure and services at multiple locations from a 24x7x365 Enterprise Operation Center (EOC). This includes but is not limited to monitoring of hardware, software, applications, networks, and cloud services supporting NYISO’s mission-critical business and application systems
• Utilize enterprise monitoring tools and IT Service Management systems to identify, log, prioritize and respond to events, incidents, and problems while adhering to best practices and procedures
• Ensure IT support for power systems, markets and business applications services are available and meeting business requirements
• Escalate and coordinate events, incidents, and outages with NYISO IT support staff and management, Grid and Market Operation staff, Customer Relations, external market participants, and IT vendors
• Escalate major incidents impacting NYISO's production environments through triage and perform emergency recovery procedures to minimize service outages
• Coordinate, facilitate and perform intra- and inter-site failovers for business-critical systems to minimize service disruptions and meet service availability requirements
• Review and assess impact of planned maintenance activities and escalate if conflicts or discrepancies are identified. Assessments include but are not limited to reviews of calendars, email, project schedules and IT Service Management applications
• Provide first level support for the Enterprise Service Desk during non-business hours
• Develop, enhance, and maintain departmental procedures and processes through continuous improvement efforts. This includes but is not limited to disaster recovery plans, event response playbooks, site switch plans and training guides
• Support departmental activities for Incident and Problem management processes
• Support IT service transition activities for NYISO projects and initiatives
• Provide support for NYISO’s Cyber Security Incident Response Plan and Teams (CSIRP/CSIRT) in line with cyber security incident management processes and procedures
• Maintain compliance with NYISO’s policies and procedures along with Service Organization Controls 1 (SOC1) and North American Electric Reliability Corporation (NERC) Critical Infrastructure Protection (CIP) requirements
• Record all monitoring events and support activities in a daily operational log
• Participate in business continuity and cyber security exercises
• Produce and maintain KPIs and metrics to support reporting and audit activities
• Provide staff coverage to support 24x7x365 operations. This includes being on-call and working shift schedules that follow a 2-2 3-2 2-3 rotating pattern
• Provide staff coverage to support off shift responsibilities. Off shift rotations follow a normal business hours work schedule

Skills

• Associate degree (AS or AA) in Computer Science or Information Systems or a related technical field is required
• No previous experience required
• Two years' experience preferred performing IT Service Operations or infrastructure administration roles (troubleshoot and support) using industry standard applications and processes; knowledge of ITIL Service Management Essentials; or equivalent combination of education, training and experience
• Demonstrated ability to manage and track multiple tasks and events while working in stressful, rapidly changing environment
• Demonstrated ability to plan, organize and set priorities in a constantly changing environment
• Demonstrated ability to deploy analytical and technical skills
• Demonstrated ability to make quick decisions in stressful circumstances and engage appropriate support resources
• Strong interpersonal and communications skills
• Excellent reliability and dependability
• Attention to detail and accuracy
• Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents
• Ability to respond to common inquiries or complaints from market participants, regulatory agencies or members of the business community
• Ability to effectively present information to top management, public groups and/or boards of directors
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals
• Ability to compute rate, ratio and percent and to draw and interpret bar graphs
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Intermediate competencies and combination of experience in Windows and UNIX operating environment, networks, scripting/programming, also using office automation and monitoring applications, e-mail and Internet programs
• An individual in this position will have combination of experience in the following: UNIX administration, windows server administration, windows desktop administration, application administration, ITIL based service management application, network monitoring, host/server monitoring, application monitoring, cyber security monitoring, system and or network administration experience
• Combination of industry certifications are desirable

Benefits

• Comprehensive benefits package
• Innovative reward programs

Company Overview

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