Element is looking to hire a Senior IT Operations Analyst. As the Senior IT Operations Analyst, you will be required to drive operational excellence throughout the technology organization by executing a high standard of day-to-day operational support of ECS (Enterprise & Cyber Services) services provided to the Element business.

This function is integral to the success of Service Operations as a whole. The role will be working in a TOC (Technology Operations Centre) environment responsible for monitoring, troubleshooting, taking restorative actions as defined within published KB articles and ensuring delivery and availability of ALL services within the Element business. 

The IT Operations Analyst will report directly to the regional Technology Operations Center (TOC) Lead located in our Global Business Shared Service Center in Blue Ash, OH. 

Schedule required for the role is a weekly rotation:

• Rotation 1: 7:00am – 3:00pm
• Rotation 2: 8:30am – 4:30pm
• Rotation 3: 12:00pm – 8:00pm (work from home)
• On-call weekend coverage required every 5 weeks

• Monitor and provide first contact support for the production infrastructure, systems and applications in-line with availability, response, and resolution SLA’s.
• Ensures the quality and ongoing capability of delivery of remote hands and eyes on services across multiple geographies.
• Investigates, triages, resolves or escalates any alerting generated through monitoring tools or incident tickets in ServiceNow.
• Identify and verify service impact to customers and escalate to subject matter experts in support of problem resolution.
• Responds to and coordinates resources in the event of a Major Incident supporting the Major Incident Managers.
• Assist in coordinating operations and engineering teams to identify errors and anomalies.
• Effectively manage 3rd party, suppliers and vendors ensuring the support and commitment is carried out for major incidents and where needed escalate to senior management.
• Ensure that all IT (Information Technology) teams (internal and external) follow the IT Global
• Technology Incident and Major Incident Management Processes for every incident and ensure appropriate governance and oversight is maintained.
• Develop and maintain relationships with senior stakeholders across Technology and the Business to instill confidence and trust in managing critical situations.
• Maintains, develops, and improves reporting capabilities and contributes regular reports to management on compliance with SLA objectives.
• Contribute to Post Incident Reviews by ensuring the right level of attendance by key team members and have a clear disciplined model that is followed

• Knowledge of voice and data networking principles as well as a knowledge of the specific technologies used by clients, such as: switches and routers, networking infrastructure technologies, LAN, WAN (Wide Area Networks) technologies, and routing protocols
• Knowledge of Cloud principles included AWS, Google, Azure, etc.
• Knowledge of Active Directory, DHCP, DNS, SharePoint, SQL, Windows OS, VPN, VM’s, Wireless Technology, Citrix, etc.
• Knowledge of monitoring tools such as Zabbix
• An excellent understanding of ITIL (Information Technology Infrastructure Library) principles 
• Working knowledge of ITSM Tools such as ServiceNow 
• Experience of working and delivering in a high-pressure environment with multiple priorities.  
• Must be able to proactively manage customer expectations
• Outstanding written and verbal communication skills for internal stakeholders, customers, and third-party suppliers
• Be able to proactively manage customer expectations
• People orientated with experience of influencing and impacting leadership communities at varying levels

Essential Skills 

• Previous Operations experienced preferably with a Command Centre style environment or ServiceDesk where observability, response and resolution are key objectives.
• Understanding of ServiceNow or similar ITSM tool
• Technology related degree level or higher qualification
• Any professional certifications such as Microsoft, Cisco, AWS, Google, etc. 

• ITIL V4 Foundation


#LI - SL1

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 

“If you need an accommodation filling out an application, or applying to a job,  please email Recruitment@element.com”