• Handling 24x7 operations infrastructure support services of all non-production and production environments
• Handling the use of analytics to improve service, availability, and customer interactions
• Handling incident resolution and issues escalated by vendors
• Transitioning knowledge from design / build teams
• Handling operational vendor performance management

Requirements

Bachelor degree and 2 years in Information Technology OR Technical Certification and/or College Courses and 4 year Information Technology experience OR 6 years Information Technology experience
Knowledge of ITIL v3 framework
Knowledge of ITSM systems
Knowledge of all Infrastructure technologies, including monitoring and event management technologies
Experience with UC/Collaboration and Executive Support, including mobile devices (laptops, tablets, handheld)
Experience with Mainframe and Mainframe Storage, including z/OS, CICS, VSAM, - all other Mainframe technologies
Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
Experience with Network, Voice, Call Center and Network (data and voice) technologies
Supplier management
Infrastructure domain knowledge
Continuous improvement
Incident management
Knowledge of required technologies (incl 3rd party solutions)
Problem Management / RCA
Customer service oriented
Adaptability and ability to introduce / manage change
Drive conflict management in high pressure situations
Performance / metrics-driven decision making

🔍 ATS Optimization Keywords
Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings.

Hard Skills

ITIL v3
ITSM systems
Mainframe
z/OS
CICS
VSAM
DBMS
Virtualization
Container technologies
Incident management

Soft Skills

customer service oriented
adaptability
conflict management
performance-driven decision making
continuous improvement

Certifications & Qualifications

Bachelor degree
Technical Certification

Incident Analyst

Energy Analyst II