Sr. Technical IT Incident Support Analyst

The Sr. Technical IT Incident Support Analyst is an instrumental role inside the IT operations management team and is tasked with ensuring all technology incidents are driven to resolution across the enterprise. The operations management team provides 24/7 monitoring and break/fix support of application and infrastructure technologies across multiple lines of business for JM Family Enterprises. Therefore, this position has a required rotational on-call schedule

This position has 3 days a week onsite hybrid requirement at our beautiful state of the art Deerfield Beach, Florida Campus.

Responsibilities

• Provide critical leadership during Major Incidents to drive quick response and restoration. This includes, but is not limited to:
• Being the Sr. Technical resource, vendor engagement, and escalation.
• Incident communication and coordination with the proper technical, customer service resources, and leadership.
• Providing timely, precise, and effective communication of service impacting events.
• Post-incident procedures, including updating ServiceNow with proper documentation, creating executive summaries, and coordinating resources to perform root cause analysis.
• Strategically designs and matures the Major Incident and Problem Management programs, to include documentation and workflows to ensure they are relevant and current as well as evaluating tools to gain additional efficiencies.
• Collaborates with appropriate leadership and stakeholders to ensure all support guidelines are met as well as to gain a comprehension of departmental business structure and requirements, and to manage business Playbooks.
• Providing metrics reporting and analytics for Major Incident and Problem Management, to appropriate Leadership and Committee’s. Monitors the performance of the Major Incident and Problem Management program.
• Works with the service management team to design and mature analytic performance improvements for Major Incident and Problem Management.
• Participates in the risk analysis process to determine business impact of changes to the environment.
• Reports on key metrics of availability, incident resolution and service delivery performance.
• Understanding, impact and functional requirements for IT changes that affect overall stability and health of all IT environments both on-premise and cloud.
• Drive accountability of problem resolution and Root Cause analysis, ensuring timely reports, fixes, and remediation
  
  

Qualifications

• Bachelor’s degree in Information Technology or Computer Science preferred
• ITIL certifications preferred.
• Minimum 5+ years of related experience supporting and managing enterprise scale on premise and cloud-based networking, database, and server technologies.
• Deep knowledge of major incident management.
• Skilled at running problem management and RCA sessions.
• Proficient knowledge of ServiceNow and general knowledge of multiple information technology domains.
• Ability to apply critical thinking, problem-solving and decision making in high-pressure situations.
• Ability to take control and drive a major incident to resolution at any time.
• Ability to partner with individuals and teams at all levels
• High organizational skills and ability to multitask.
• Ability to communicate, both written and verbally, with a high level of confidence and clarity.
• Experienced taking part in a 24x7 operations center and/or with teams tasked with resolving critical, business-impacting outages.
• Experience in working with vendors for third-party supported technologies.
• Driven individual with the ability to work with minimal direction.
• Worked with solutions developed using MS Azure PaaS.
• Familiar with Agile development methods with CI/CD integration tools.
• Understands how to leverage APM tools such as Dynatrace to troubleshoot outages, performance, and latency issues. Excellent communicator who can partner with individuals and teams at all levels.
• Experience with both Windows and Linux systems administration.
• Experience managing systems in AWS or Azure IaaS platforms.
• Knowledge of IP networking, Load balancers, network analysis, and performance analysis tools.
• Ability to work evenings and weekends, based on business needs and being part of an on-call rotation.
• Experience with service management reporting in ServiceNow or similar tools.
  
  

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.

JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS

If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at talentacquisition@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.