"Service Operations Analyst I - Security"

Service Operations Analyst I - Security

Title: Service Operations Analyst I - Security

Location: Midtown, NYC

Org Unit: IT Operations

Work Days: Hybrid Work Schedule | Monday - Friday (Some weekends)

Weekly Hours: 35.00 Hybrid

Exemption Status: Exempt

Salary Range: $85,000.00 - $98,100.00
*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

The Service Operations Analyst I - Security role is responsible for the 24 x 7 health of all monitored and managed systems, network and applications. They will provide IT technical and application support to the WCM community. They are responsible for identifying incidents, events, and analyzing problem trends, overseeing the management and resolution of issues. Analyst is responsible for reviewing monitoring status, correlating events, understanding alarm diagnosis and incident/event trends. They troubleshoot and resolve discovered issues under the scope of Operations Center-supported services. The SOC Analyst requires technical acumen, excellent communication skills, troubleshooting skills, and the ability to facilitate and manage technical bridge lines that cross multiple domains. They need to quickly determine root cause, business impact and resolve issues as quickly as possible

Job 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.

Education

• Bachelor's Degree

Experience

• Bachelor's degree in a related field or four years of equivalent technical experience is required.
• ITIL v3 Foundations is highly desired.
• Network+ certification is highly desired.
• VMWare, Microsoft Server, Red-Hat Linux, A+, Security+, and or Network+ certification(s) preferred.
• Information security certifications, such as Security+, CEH, GIAC, SSCP
• Basic understanding of the legal aspects of data acquisitions and electronic discovery
• Strong conceptual thinking, verbal, and communication skills
• Strong understanding of logging or security event and incident management systems, such as Syslog, Splunk, etc.
• Experience using security tools, such as Metasploit, nmap, Kali, Backtrack Linux, Wireshark, netcat, etc.)
• Responds to alerts generated by our security event and incident management (SEIM) and log management platform, Splunk Enterprise Security
• Basic understanding of a variety of incidents and attack vectors, such as network intrusions, web-based attacks, malicious emails, root- and user-level compromises, malware, botnet infections, and other anomalous activity.

Knowledge, Skills and Abilities

• 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.

Licenses and Certifications

Working Conditions/Physical Demands

• May participate in a rotation, providing 24x7x365 support.
• Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise.
• Light travel between office locations, primarily within NYC is required.
• Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected.
• Occasional moving of computer equipment or similar objects up to approximately 25 lbs may be required.