Service Operations Analyst I - Linux & Cloud - Hybrid

Weill Cornell Medicine is a prestigious institution seeking a Service Operations Analyst I to ensure the health of monitored and managed systems, networks, and applications. The analyst will provide technical support, identify incidents, and oversee the management and resolution of issues in a hybrid work environment.

Responsibilities

• Responsible for monitoring and troubleshooting of processes, system triage and recovery for all infrastructure, applications, and data center(s) environments
• Identifies operational risks and proposes alternative solutions
• Participates in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution
• Participates in 24 x 7 monitoring and troubleshooting of Service Operations Center-monitored services, including Infrastructure, Networks, applications and monitored applications
• Performs triage and remediation of detected issues
• Responds to tickets and phone queue for Service Operations Center
• Administers servers, storage, and/or backup technologies
• Works collaboratively with engineering team to provide continuing service management and support on all production and test/development systems
• Provides support and maintenance for all current and new systems
• Monitors event console, identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage
• Provides ongoing support and management of monitoring tools
• Participates in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks
• Ensures SOP procedures have been fulfilled and that work instructions and SOPs are being followed
• Ensures that service requests are fulfilled as per the operational level agreement and committed fulfillment time
• Develops knowledge base articles and work instructions for inclusion into knowledge base of record
• Follows WCM ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management
• Follows the change management process for operational change tasks to ensure compliance for change management
• Ensures all change management tasks are complete
• Occasionally assists with data center(s) activities such as shipping, delivery, inventory, and operational tasks

Skills

• Bachelor's Degree
• Strong Unix/Linux administration experience
• Basic understanding of configuration management tools such as Salt, Ansible, Chef, etc
• In-depth understanding of cloud services provided by AWS, GCP, and Azure
• Proficiency in using AWS Command Line Interface (CLI) and Software Development Kits (SDKs)
• Experience with AWS CloudFormation for infrastructure as code
• Proficiency in using GCP Deployment Manager for infrastructure as code
• Knowledge of Anthos for hybrid and multi-cloud application management
• Proficiency in using Azure Command-Line Interface (CLI) and PowerShell
• Experience with ARM templates for infrastructure as code in Azure
• Proficiency in Infrastructure as Code (IaC) tools (e.g., Terraform) for managing and provisioning infrastructure
• Experience with monitoring and logging tools across platforms (e.g., CloudWatch, Stackdriver, Azure Monitor)
• Understanding of networking concepts relevant to cloud environments
• Excellent communication skills (both verbal and written)
• Results driven individual who enjoys working in a fast paced and challenging environment
• Capable of working independently with little supervision or direction
• Excellent operations, troubleshooting, and critical thinking skills
• Technical acumen and the ability to facilitate and manage technical bridge lines that cross multiple domains
• Ability to quickly determine root cause, business impact and resolve issues as quickly as possible
• Advanced industry certifications such as RHCE, LFCE, etc
• Relevant certifications for AWS (e.g., AWS Certified SysOps Administrator), GCP (e.g., Google Certified Associate Cloud Engineer), and Azure (e.g., Microsoft Certified: Azure Administrator Associate)
• ITIL Certifications

Company Overview

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