Technical Operations Analyst
Saggezza - Chicago, IL

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Company Overview: Saggezza is a global technology services company that provides consulting, systems integration, and outsourcing solutions. Our mission is to be the trusted Technology Services partner of the world ’s leading corporations in key industry verticals. Sagacious (insightful, farsighted, wise) is the Latin root of the Saggezza name. Saggezza means Technology with Wisdom!

Primary Responsibilities: • Overall responsibility will be to assist in the implementation and revamping of operational support procedures including Incident Management, Change Management, Problem Management and Service Level Management objectives • Participate with both internal and client team members to identify, record, and resolve production related issues • Be familiar with the client ’s day-to-day details such as maintenance windows, change control processes and weekly status meetings • Assist in establishing formalized communication, status reporting, and follow-up procedures for all levels of production impacting issues • Participate in regular (weekly) team status meetings • Assist in establishing OLA ’s/SLA ’s • Actively participate in implementing RCA processes for all reported incidents and problems • Create and maintain related operational support documents Qualifications: • Bachelor°s degree or equivalent and 2-4 years of experience in IT operations related field • 2 years of infrastructure or technical operations experience • Practical problem solver; critical thinker with excellent judgment and initiative • Strong written and oral communication skills. Ability to provide clear, effective directives to management and client stakeholders • Exhibit general interpersonal skills including active listening and compliant management • Experience in Incident Management, Problem Resolution and Change Management techniques based on ITIL methodology • Time management, attention to detail, expectation setting and organizational skills to provide solid service management • Ability to work on own initiatives with minimal management supervision • Experience in Digital Publishing, Print Manufacturing, Logistics and Insurance industries a plus Technical Qualifications: • Excellent technical troubleshooting skills that involves multiple 3rd party components • Prior experience with agent based enterprise monitoring tools such as Zabbix, OpenView, Tivoli, etc hellip; • Prior experience with Service Management based ticket system such as HPSM, Remedy, ServiceNow, etc hellip; • ITIL v3 Certification preferred • Standard MS Office productivity tools - Excel, Power Point, Word Additonal Information: Must be willing to travel to Warrenville, IL

Saggezza - 17 months ago - save job - block
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About this company
Saggezza is a global services company providing consulting, systems implementation/integration, and outsourcing solutions to clients in key...