Command Center Analyst I

Company Name:
Title: Command Center Analyst I
Location: TN-Nashville - 2nd Avenue South TP Center
Other Locations:
The ATOC Level 1 Analyst will be part of the Global Asurion Technology Operations Center (ATOC). The ATOC organization owns and protects the production environment of the company. Their main roles will be managing Incidents and Events, and executing Releases. They will be primarily responsible for the management of all Incidents within the IT environment from detection through resolution. In certain circumstances, they will also manage and coordinate critical incidents through the guidance of their shift lead.
Primary Responsibilities:
o Monitor events within the global IT environment through timely escalation of alerts which have exceeded critical thresholds to the global support teams to avert impactful incidents
o Manage the ATOC's electronic mailbox by timely responding to inquiries, incident reports, and other pertinent communications sent to it
o Effectively relay important incident updates to the global IT support teams via instant messages through the ATOC chat room or via email.
o Perform daily operational duties as part of the IT organization's "keep the business running" (KTBR) activities
o Assist in the setup and coordination of conference bridges to accommodate IT support personnel for Change & Release calls, Incident Bridges, Business /Management Bridges and other auxiliary calls as maybe required by the business
o Act as primary contact in the coordination, triage and management of minor and major incidents from detection through resolution
o Escalate incidents and alerts to the appropriate Tier-2 and Tier-3 teams
o Be able to step in to coordinate, triage and manage critical incidents when called upon
o Handle inbound phone calls to the global operations centre and trigger the incident and event management procedures as needed
o Monitor Application Performance Monitoring and Infrastructure Monitoring tools for events and incidents, including exceeded critical thresholds to proactively prevent incidents or to resolve incidents in a timely manner.
o Perform documented triage and mitigation action for event management alerts.
o Perform Level 1 documented triage and mitigation actions for application, network, database and other IT support area events.
o Perform Level 1 request for IT enterprise support groups.
o Perform Level 1 deployments for IT enterprise support groups.
o Perform Level 1 Request For Change (RFC) reviews
o Bachelor's degree in Math, Computer Engineering, Computer Sciences or related field (an equivalent combination of related education, training, and experience may be considered);
o 1-2 years experience in related work preferred
o Solid analytical skills
o Solid interpersonal, communications, organizational and time management skills;
o Strong self-motivation and the ability to work with minimal supervision;
o Able to work in an extremely fast paced environment
o History of working in conjunction with overseas Eastern/Western European firms or partners desirable
About Asurion
For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to enable optimum use of technology; digital applications to protect their privacy and provide security; and rapid replacement of lost, stolen, damaged or malfunctioning devices. Asurion partners with the leading wireless companies, retailers and service providers enabling them to focus on their businesses and to provide services that delight their customers. Asurion''s 14,000 employees worldwide specialize in fulfilling the needs of more than 280 million consumers. For more information about Asurion, including customer service ratings and reviews that help drive continuous improvement, please .
Organization: SVP_IT

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