Description |
Business Aligned Infrastructure (BAI) is directly aligned with the Corporate Technology Risk and Business Services (CTRBS) lines of business for end-to-end Infrastructure service delivery. The BAI team delivers customized solutions that address the unique technology drivers of the CTRBS lines of business while ensuring that centralized products and services are leveraged for their economies of scale. BAI is the primary interface between the Application Development teams and Global Technology Infrastructure (GTI). As an Infrastructure Service Delivery Analyst, you will have a highly visible role within CT-BAI, and will be expected to be on a 24x7 on-call support rotation. You will specialize in one of the following key areas: Incident Management, Problem Management, or Change Management: Incident Management: lead and provide support through the use of the Production Assurance Incident Management Process. Accountable for representing your specific business unit's status in Production Assurance status calls. Ensures incidents/issues are being reported, and manages the resolution of issues. Problem Management: lead and provide support for the Corporate Technology Business Units through the use of the Global Production Assurance Problem Management Process. Present status of Corporate Technology in Production Assurance status calls, and monitor the progress and status of root cause analysis (RCA). Change Management: lead the inspection of change events, including assessing impacts, risks and production readiness. Additional duties will involve meeting facilitation, development and analysis of metrics.
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Requirements |
* 3-5 years of production support experience
* Strong root cause analysis skills
* Strong verbal/written communication skills
* Team player with the ability to build good working relationships with cross-functional teams
* Results-oriented and capable of accepting responsibilities and challenges
* Proficiency in Microsoft Office Suite
* Strong skills in one or more of the following areas: problem management, change management, project management
* Bi-lingual in both Spanish and English. Fluent English, both written and verbal communications, is required
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