EOC Operations Analyst

Job Purpose

The EOC Operations Analyst is responsible for providing 24/7 support for client base across IBM I, Windows, and Linux platforms.

The primary job responsibilities include:
• Monitoring IBM I systems utilizing internal monitoring software.
• Maintain accurate records of all customer interactions via ticketing system.
• Triage and escalate customer requests where applicable.

Key Accountabilities

• Monitor IBM I OS across customer base using our cutting-edge enterprise level monitoring suite.
• End-User Enterprise Operations Centre support using ticketing system. This includes managing each ticket with a high degree of accuracy from beginning to end.
• Answer calls coming into the EOC and ensuring customer requests are fulfilled.
• Basic troubleshooting of errors on IBM I OS.
• Monitor and report issues related to Mimix replication software.
• Follow provided technical procedures used to resolve common issues across customer base.
• Complete required training courses to upskill yourself so you are capable of managing new workload as needed.
• Manage and maintain the managed services mailbox and ensure all customer requests are handled in a timely manner.
• Basic troubleshoot and escalation of BRMS backup errors.

Skills and Experience:

• IBM I: 1 year (Preferred)
• Help Desk: 1 year (Preferred)
• Customer Service: 1 year (Preferred)
• Bachelor’s (Preferred)

Person Specification:

• Promote and live the CSI values; Think Client, Deliver Exceptionally and Excel Together
• Excellent communication skills, both written and verbal
• Professional appearance, well-mannered and a constructive attitude in all work-related matters
• Ability to handle multiple tasks and prioritise work to maintain required productivity levels
• Willingness to research and self-study to keep skills relevant
• Self-motivated, flexible in approach, enthusiastic team player
• Strong rapport and relationship building skills with internal/external customers
• Strong sense of responsibility and accountability, results driven
• Methodical in approach with sound analytical and problem-solving skills, and keen attention to detail
• Enjoys a challenge