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Job Information
Job title

Command Center Analyst II

Company Fifth Third Bank
Wage between $0.00 - $0.00 Annually
Location United States, Michigan, Grand Rapids
Employment type Full Time
Education Associate
Year Experience 1 - 2 Years of Practical Experience
Travel None
Published on 1/18/2008
Description
GENERAL FUNCTION:
Under minimal supervision monitor, support and troubleshoot complex IT infrastructure to resolve operating issues, including failures and service level degradation. Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to 5/3 employees and customers. Function as an escalation point taking complex problems from less senior technicians and analysts, owning the problem through resolution.


ESSENTIAL DUTIES & RESPONSIBILITIES:


  • Monitor, support and troubleshoot the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools.

  • Work with internal and external clients via the phone to resolve basic problems.

  • Perform sophisticated troubleshooting and problem resolution for all types of the IT infrastructure as assigned - hardware, software, telecommunication, business application, customer connectivity, ATM's, etc.

  • Triage the most complex problems, taking corrective action to ensure availability and minimize downtime.

  • Function as an escalation point taking complex problems from less senior technicians and analysts, owning the problem through resolution.

  • Function as a technical resource answering questions from less experienced staff.

  • Escalate extreme problems to senior IT engineering staff.

  • Follow detailed technical documentation and standard operating procedures to perform various responsibilities.

  • Assist in defining and developing detailed technical documentation and standard operating procedures to perform various responsibilities, enabling junior technicians and analysts to perform their responsibilities as well.

  • Identify opportunity for process improvements targeting improved customer service and organizational efficiency.

  • Function as a team member on assigned projects.

  • Other duties as required.

    This hours for this position will be Sunday-Thursday 8:00 AM-4:30 PM


    SUPERVISORY RESPONSIBILITIES:
    None
    • df-tc

    Experience/Skills


    MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:




  • 2-year technical degree, technical certifications, or equivalent work experience.


  • Excellent verbal, written and phone skills.


  • Excellent interpersonal skills.


  • Proven strong analytic / problem solving skills.


  • Significant experience with multiple hardware and software technologies: ex. Windows, Unix, MVS, mainframe, PC, server, network, monitoring tools, etc.


  • Experience troubleshooting network / telecommunication problems, working directly with the "telco".


  • Experience in a call center or helpdesk environment preferred.


  • Ability to work in a fast paced high volume work environment.


  • Dependable, flexibility to work weekends and holidays.


  • Work independently under minimal supervision.


    • Other desired skills:
    Command Center Analyst II
    This job has expired.