IT Operations and Incident Support Analyst

This is a fully remote position, open to applicants in Minnesota, +2 more states.

📋 Description

• Monitor and support the performance of operational systems encompassing hardware, software, data platforms, and processes.

• Address IT incidents, outages, and major incidents, which includes alerting, managing on-call rotations, communication, and escalation procedures.

• Evaluate service delivery sectors, including vendor payment oversight, account management, certificate management, and service account management.

• Coordinate and oversee triage efforts and communications related to major incidents, outages, and performance challenges.

• Develop, manage, and implement established run books and standard operating procedures.

• Assist in the management and inventory of IT assets, including hardware, vendor platforms, and networks.

• Apply ITIL best practices and other frameworks to enhance operations and service availability.

• Ensure effective IT change management and audit compliance.

• Supervise, maintain, and report on periodic IT Operations KPIs and SLAs.

• Operate and continuously refine standard operating procedures for system maintenance.

• Collaborate with technical support teams to troubleshoot user and enterprise system problems.

• Work alongside business departments to align IT operations with organizational objectives.

• Assist in managing IT service providers and vendors for internet, cloud computing, and hardware maintenance.

• Support IT solutions that bolster mission-critical business functions.

• Maintain an understanding of organizational business needs and ensure IT alignment with those needs.

• Develop, manage, test, and supervise high-availability and disaster-recovery environments.

• Resolve technical issues autonomously and involve vendors and internal personnel as necessary.

⛳️ Requirements

• Demonstrated experience as an IT Operational or Support Analyst.

• Proficiency in system installation, configuration, and analysis.

• Comprehensive knowledge of networks, on-premises computing, in-house-developed and vendor-developed software systems, and cloud computing.

• Excellent communication skills for engaging with both technical and business partners.

• Technical expertise and understanding of IT infrastructure, networks, and systems.

• Ability to manage multiple projects and navigate competing tactical issues and initiatives.

• Strong problem-solving skills and extensive knowledge in troubleshooting complex technical environments.

• A bachelor's or master's degree in IT or a related technical field, such as Computer Science or Engineering, and/or 5+ years of experience in IT Operations.

• Attention to detail and a strong sense of urgency.

🏝️ Benefits

• Competitive compensation plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k).

• Company-provided short-term disability.

• Employee assistance program.

• Wellness program.

• Robust benefits package.

• Career development opportunities.