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Description

The Senior Technical Analyst and Incident Commander position will report into the Operational Excellence team. This role will perform deep systems monitoring and analysis to identify or prevent service impacts, focused on the entire end-to-end customer experience. This role will also play a lead facilitator role on a major incident call to guide cross-functional teams to restore service as quickly as possible, which will save revenue, reduce cost and improve customer satisfaction. Responsibilities • Utilize tools such as Big Panda, Grafana and others to monitor systems and identify potential impacts. • Provide guidance to other team members onshore & offshore to help them improve monitoring & analysis. • Identify gaps in monitoring capabilities, provide requirements for new instrumentation & automation for SREs to execute. • Identify opportunities to shift left. Identify opportunities for self healing. • Drive improvement in monitoring capabilities. Immediately respond to major incidents and play a lead facilitator role. • Initiate a bridge call and chat channel Determine which teams need to be engaged in the troubleshooting, and initiate the process of escalation Assess impact. • Partner with Helpdesk teams for input and understanding the customer experience • Ask questions and gather data to help rule out possible factors and narrow down the root cause. Make decisions on what actions will be taken to restore service. This includes assessing risk and approving any emergency changes. • Oversee the restoration and incident closure. Communicate in a formal and structured manner to Technology and Business leaders about major incident impacts and status. • Participate in Post Incident Review (PIR) meetings to identify how we could have avoided the incident to begin with, how we could have diagnosed faster, how we could have resolved faster. Help the Problem Management team identify action items. Ensure accurate details are captured in the associated incident tickets • Engage with application development teams to understand new features that are planned, provide requirements on behalf of the Enterprise Monitoring Center (EMC). • Learn about new technologies and features, ensure the EMC is prepared to support. • Review planned changes/releases with high risk. • Ask questions, identify any concerns to protect system availability. • Provide input toward continuous improvement of monitoring and incident management maturity including automation, communications, incident processes, measuring value, tooling. Desired Skills • Bachelor’s degree in computer science, Information Technology, or Related field Minimum experience of 5 years working in a Technology organization • Excellent verbal and written communications • Outstanding problem solver • Analytical mindset and ability to grasp complex topics • Understanding of application & infrastructure stacks and technologies • Extensive experience utilizing monitoring tools to identify potential incidents, analyzing system logs and dashboards • Extensive experience solving production incidents, restoring service quickly and identifying underlying root cause • Ability to multi-task with multiple priorities • Proven ability to establish and maintain positive customer and team member relationships

Skills

Documentation process, Incident management, Incident response, monitoring tools, Problem management, Technical support, grafana, Support, Distributed systems, Remediation, sre

Top Skills Details

Documentation process,Incident management,Incident response,monitoring tools,Problem management,Technical support

Additional Skills & Qualifications

Desired Skills • Bachelor’s degree in computer science, Information Technology, or Related field Minimum experience of 5 years working in a Technology organization • Excellent verbal and written communications • Outstanding problem solver • Analytical mindset and ability to grasp complex topics • Understanding of application & infrastructure stacks and technologies • Extensive experience utilizing monitoring tools to identify potential incidents, analyzing system logs and dashboards • Extensive experience solving production incidents, restoring service quickly and identifying underlying root cause • Ability to multi-task with multiple priorities • Proven ability to establish and maintain positive customer and team member relationships

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $35.71 - $39.28/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Evansville,IN.

Application Deadline

This position is anticipated to close on Apr 30, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.