Operations Analyst, Mainframe

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $27 - $39 / hour

⏰ Full Time

🟢 Junior

⚙️ Operations

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Perform technical tasks related to operating and monitoring assigned technologies for managed services customers • Collaborate with customers, suppliers, and employees to prioritize and deliver services within SLAs and security/compliance requirements • Complete daily operational documentation and transfer knowledge to the next shift • Provide tier-1 support via telephone, email, and web portal • Resolve and document issues using ticketing applications and escalate to Managed Services Engineers when appropriate • Monitor and investigate system alerts and events and assign resources appropriately • Communicate issues to customers in a timely and effective manner • Interface with customers, managed services personnel, and third-party vendors to resolve issues • Analyze incidents, problems, operational reports, trends, and service-improvement opportunities • Review and enhance operations business processes and documentation • Engineer tactical and strategic solutions focused on simplicity and ease of use • Partner with stakeholders to create and streamline support processes • Enable and lead change, service recoveries, projects, and coworkers • Communicate process and customer-environment changes and Managed Services initiatives to team members • Relay team feedback to management and communicate process-improvement opportunities

🎯 Requirements

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field, plus at least 6 months of Information Technology work experience; OR 2 years of college coursework in a technical field plus at least 6 months of Information Technology work experience • Willingness to work shifts in a 7-day-per-week, 24-hour-per-day managed services operation, including weekends, holidays, and overtime • Experience with IBM System z mainframe systems and associated peripheral hardware and software • Results-oriented, detail-focused, adaptable, and flexible when dealing with people and unexpected situations • Ability to multitask and work under minimal supervision • Proficient verbal and written communication skills • Excellent customer service skills • Ability to establish positive working relationships and work as a team player • Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook • Experience with monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar • Experience with help desk applications such as ServiceNow, Service Desk Express, Remedy, Heat, or similar • Experience in a managed services environment is a plus

🏖️ Benefits

• Salary ranges may be subject to geographic differentials • AI-fluent culture with opportunities to explore and learn evolving technology and tools • Supportive, collaborative environment where growth is supported • Equitable, transparent, and respectful hiring process