Senior Infrastructure Service Delivery Analyst

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

📋 Description

• Implement the organization's Problem Management strategy.

• Minimize repeat incidents and enhance service reliability.

• Foster ongoing service enhancements throughout the IT landscape.

• Collaborate with infrastructure, application, operations, security, and business teams.

• Determine root causes of service interruptions.

• Establish preventive strategies and bolster operational resilience.

• Manage intricate investigations.

• Conduct post-incident evaluations.

• Propel corrective action initiatives.

• Offer strategic perspectives on technology risks and service performance trends.

• Assist in ITIL-aligned service management practices.

⛳️ Requirements

• Bachelor's degree with 4 years of experience in Information Technology, or a Technical Certification and/or College Courses coupled with 6 years of Information Technology experience, or 8 years of Information Technology experience.

• Familiarity with the ITIL v3 framework.

• Understanding of ITSM systems.

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

• Experience with UC/Collaboration and Executive Support, particularly with mobile devices.

• Proficiency with Mainframe and Mainframe Storage, including z/OS, CICS, and VSAM.

• Knowledge of Compute, DBMS, Storage, Middleware, Server, OS, Virtualization, and Container technologies.

• Experience with Network, Voice, Call Center, and data and voice network technologies.

• Supplier management experience.

• Familiarity with infrastructure domains.

• Commitment to continuous improvement.

• Expertise in incident management.

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

• Experience in Problem Management / Root Cause Analysis.

• Customer service-oriented mindset.

• Adaptability and capacity to manage and implement change.

• Skill in conflict management during high-pressure situations.

• Decision-making driven by performance and metrics.

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

• Preferred: Over 7 years of experience in IT Operations, Service Management, Infrastructure Support, or related fields.

• Preferred: More than 3 years of direct experience in Problem Management, Major Incident Management, or Service Reliability roles.

• In-depth understanding of ITIL principles and IT Service Management frameworks.

• Experience leading complex Root Cause Analysis investigations.

• Outstanding analytical and problem-solving abilities.

• Strong communication, facilitation, and stakeholder management skills.

• Proficiency with ServiceNow or similar ITSM platforms.

• Excellent oral and written communication abilities.

• Must be a resident of Texas or Illinois.

• Relocation assistance is not provided.

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

🏝️ Benefits

• Tailored development plans to support professional advancement.

• Comprehensive health and wellness benefits.

• 401(k) retirement 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 program.

• Commitment to equal opportunity in the workplace.

• Reasonable accommodations for individuals with disabilities and disabled veterans.