Infrastructure Service Delivery Analyst

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Provide 24/7 support services for operations infrastructure in both non-production and production settings.

• Utilize analytics to enhance service delivery, availability, and customer engagement.

• Address incidents and issues that have been escalated by vendors.

• Facilitate the transfer of knowledge from design and build teams.

• Oversee the performance of operational vendors.

• Assist in the delivery of infrastructure services across relevant technology areas.

⛳️ Requirements

• Bachelor's degree and 2 years of experience in Information Technology, OR Technical Certification and/or college coursework combined with 4 years of IT experience, OR 6 years of IT experience.

• Familiarity with the ITIL v3 framework.

• Understanding of ITSM systems.

• Knowledge of infrastructure technologies, including monitoring and event management systems.

• Experience with network data and voice technologies.

• Proven track record in deploying and maintaining complex network architectures.

• Basic understanding of TCP/IP, VLANs, routing and switching, DNS, DHCP, VPN solutions, and wireless networking.

• Skills in supplier management.

• Expertise in infrastructure domains.

• Commitment to continuous improvement.

• Proficiency in incident management.

• Understanding of necessary technologies, including third-party solutions.

• Skills in problem management and root-cause analysis.

• Strong customer-service orientation.

• Ability to adapt and manage change effectively.

• Capacity to handle conflicts in high-pressure environments.

• Decision-making driven by performance metrics.

• Sponsorship is not available, including for candidates currently on OPT.

• Preferred: Bachelor's degree in a relevant field or equivalent professional experience.

• Preferred: Strong oral and written communication skills.

• Preferred: Experience with Compute, DBMS, Storage, Middleware, Server, OS, Virtualization, and Container technologies.

• Preferred: Experience with Cisco Catalyst switching and routing hardware and software.

• Preferred: Familiarity with SD-WAN technologies.

• Preferred: Knowledge of Cisco ACI.

• Preferred: Experience with Cisco Wireless solutions.

• Preferred: Experience managing remote-access solutions.

• Preferred: Experience in managing and operating Domain Name Services.

• Preferred: Understanding of Managed Service Providers overseeing daily operations.

• Preferred: Familiarity with monitoring tools and read-and-react scripts.

• Preferred: Knowledge of firewall technologies.

• Preferred: Familiarity with proxy technologies.

🏝️ Benefits

• Customized development plans that encourage growth and support rewarding, fulfilling careers.

• Comprehensive health and wellness benefits.

• 401(k) savings plan.

• Pension plan.

• Paid time off.

• Paid parental leave.

• Disability insurance.

• Supplemental life insurance.

• Employee assistance program.

• Paid holidays.

• Tuition reimbursement.

• Additional incentives.

• Annual incentive bonus plan subject to the terms and conditions of the plan.