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Operations Analyst, Mainframe
CDWOperations Analyst monitoring IBM mainframe systems and resolving service issues for CDW, a technology solutions provider. Supporting managed-services customers through analysis, documentation, and process improvement.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in operating and monitoring technologies in a managed services environment, with strong capabilities in customer communication, issue resolution, and process improvement. Possesses technical knowledge of IBM System z mainframe systems and experience with monitoring and help desk applications.
Highest-signal resume keywords
IBM System Z Mainframe SystemsMonitoring ApplicationsHelp Desk ApplicationsCustomer Service SkillsTechnical Documentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Information TechnologyOperational DocumentationIncident AnalysisService-Level AgreementsTechnical Support
Soft Skills
AdaptabilityDetail-OrientedTeam PlayerEffective CommunicationMultitasking
Tools & Technologies
Microsoft OfficeScienceLogicNimsoft Unified ManagementServiceNowRemedy
Industry Keywords
Managed ServicesOperational ReportsService ImprovementChange ManagementCustomer Environment
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Perform technical tasks related to operating and monitoring assigned technologies for managed services customers
- Collaborate with customers, suppliers, and employees to prioritize and deliver services within SLAs and security/compliance requirements
- Complete daily operational documentation and transfer knowledge to the next shift
- Provide tier-1 support via telephone, email, and web portal
- Resolve and document issues using ticketing applications and escalate to Managed Services Engineers when appropriate
- Monitor and investigate system alerts and events and assign resources appropriately
- Communicate issues to customers in a timely and effective manner
- Interface with customers, managed services personnel, and third-party vendors to resolve issues
- Analyze incidents, problems, operational reports, trends, and service-improvement opportunities
- Review and enhance operations business processes and documentation
- Engineer tactical and strategic solutions focused on simplicity and ease of use
- Partner with stakeholders to create and streamline support processes
- Enable and lead change, service recoveries, projects, and coworkers
- Communicate process and customer-environment changes and Managed Services initiatives to team members
- Relay team feedback to management and communicate process-improvement opportunities
Requirements
What you’ll need- Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field, plus at least 6 months of Information Technology work experience; OR 2 years of college coursework in a technical field plus at least 6 months of Information Technology work experience
- Willingness to work shifts in a 7-day-per-week, 24-hour-per-day managed services operation, including weekends, holidays, and overtime
- Experience with IBM System z mainframe systems and associated peripheral hardware and software
- Results-oriented, detail-focused, adaptable, and flexible when dealing with people and unexpected situations
- Ability to multitask and work under minimal supervision
- Proficient verbal and written communication skills
- Excellent customer service skills
- Ability to establish positive working relationships and work as a team player
- Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook
- Experience with monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar
- Experience with help desk applications such as ServiceNow, Service Desk Express, Remedy, Heat, or similar
- Experience in a managed services environment is a plus
Benefits
Comp & perks- Salary ranges may be subject to geographic differentials
- AI-fluent culture with opportunities to explore and learn evolving technology and tools
- Supportive, collaborative environment where growth is supported
- Equitable, transparent, and respectful hiring process