IT Operations Analyst

Impacting tomorrow’s innovations, our global technology teams support Qurate Retail Group (QVC, HSN, Zulily and Cornerstone Brands) and international markets (US, UK, Germany, Japan, Italy, and Poland). We are No. 1 in vCommerce and a leader in eCommerce technology solutions, from designing applications to creating entirely new platforms. Technology is at the core of all that we do.

The Opportunity

Our IT Operations Analyst is responsible for 24x7 operational monitoring, 1st & 2nd level troubleshooting, and resolution coordination for the organization’s global technical infrastructure (e.g., mainframes, servers, and networks). The primary focus is on providing a reliable technical infrastructure to serve the client community. In addition, this role proactively takes steps to improve system & network management, by assisting in developing processes, policies & procedures, and ensuring that they are followed.

This position is Wednesday-Saturday, 6:45 a.m.-7:15 p.m.

What You’ll Do

• Monitors the performance of the operations environment and performs basic problem resolution including coordinating with vendors when needed to ensure continued availability and reliability, following established procedures.

• Resolves recurring problems and documents appropriate procedures.

• Provides preventative maintenance on technologies (e.g., enterprise, network, telecom).

• Documents new procedures in a clear and concise manner.  May participate in the development of new or modified procedures. 

• Identifies opportunities for system improvements and escalates as appropriate.

• Participates in developing plans for the operations environment, considering capacity, physical layout, etc. and makes recommendations to leadership.

• Performs basic troubleshooting, following established procedures as defined by existing protocols as such can resolve nearly all basic problems encountered in the environment.

• Finds solutions to and develops documentation for basic operations problems.

• Cooperates and works effectively with colleagues across the organization.

• Shares knowledge effectively within their team, explaining procedures to new staff members as needed.

• Forms productive relationships with internal clients by listening, clarifying and responding effectively to solve problems. 

• Demonstrates good oral and written communication skills, producing clear and concise documentation as requested.   

• Operates effectively as part of a larger team and manages own work.

• Has the autonomy to troubleshoot issues within areas of expertise and/or determine appropriate escalation path to leadership

What you Bring

• Associates Degree or a combination of experience and education

• 2 years working knowledge of all relevant tools, equipment, and controls needed to monitor the performance of the systems or technologies in their area of the infrastructure 

• Possesses a good understanding of the relative criticality of different applications/systems supported

• Experience working with incident management software (ticketing)

• Experience working with a task scheduler (UC4, Stonebranch, etc.) preferred

• Incident management or data center experience preferred

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