Operations Analyst - Managed Services - Backup & Recovery
5 days ago
Description
• The primary purpose of this position is to perform technical tasks related to the coordination, operation, monitoring, and repair of assigned backup and recovery-related technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. • Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. • Delivers services within defined SLAs and security/compliance requirements. • Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. • Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
Requirements
• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, and at least 6 months of Information Technology work experience OR 2 years college coursework in a technical field, and at least 6 months of Information Technology work experience, OR 2 years total Information Technology experience, to include 6 months of Information Technology work experience. • Experience with at least 1 of the following backup/recovery platforms: Commvault, EMC DPS (Networker, Avamar, Data Domain), Cohesity, Rubrik, Veritas NetBackup, TSM, Veeam • Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar. • Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar. • Experience in a managed services environment, a plus.
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