Command Center Analyst II

Company Name:
Title: Command Center Analyst II Location: TN-Nashville - Ragland Other Locations:
ATOC Analyst (Level 2)
The Level 2 Analyst will work in ATOC (Asurion Technology Operations Center). Their main role will be the coordination, triage and overall management of critical incidents within the IT organization. They will also act as a Subject Matter Expert on technologies or processes owned by the ATOC. The Level 2 Analyst will work in close coordination with the Shift Lead to ensure the successful implementation of the company's Incident and Event Management procedures within his shift.
Primary Responsibilities:
o Be the primary resource to coordinate, triage and manage critical incidents including the timely release of accurate and meaningful incident communications
o Create post incident reviews for every resolved incident
o Manage the knowledge data base of the global operations centre to ensure information contained are updated and accurate
o Within the given shift, be the primary global operations centre contact in the Asurion Technology Operations Centre (ATOC) chat room, thereby having the responsibility in managing communications to and from the ATOC
o Perform incident life cycle management ensuring the timely resolution of incidents against agreed service level objectives
o As implementers of the incident and event management processes, act as point of contact for clarifications and escalations within the shift
o Oversee the global operations centre chat room in coordination with the shift leads
o Oversee the business or client chat rooms for potential incidents
o Represent the ATOC in change and release management bridges, meetings and discussions to proactively detect and avert potential incidents, identify process improvements and be the liaison for ATOC management
o Assist the level one analysts in managing the phone calls to the global operations centre
o Ensure that the on-call master list of the different global support teams are up to date, accurate and relevant
o Train, shadow and deploy global operation centre new hire employees
o Act as the Subject Matter Expert on a process or technology specified by management
o Bachelor's degree in Information Technology, Computer Engineering, Computer Sciences or related field (an equivalent combination of related education, training, and experience may be considered);
o 3-5 years experience in related work preferred
o ITIL V3 Foundations certification preferred
o Ability to drive and interface across multiple levels of the organization with demonstrated strong verbal and written communication skills
o Experience in managing large - scale technology incidents
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 a fast paced environment
Information Systems / Information Technology Organization: Tech Products Command Center Analyst II TN-Nashville - Ragland TEC00037

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