Note: The job is a remote job and is open to candidates in USA. Health Care Service Corporation (HCSC) is a purpose-driven company that invests in employee professional development. The Infrastructure Service Delivery Analyst is responsible for providing 24x7 infrastructure support across production and non-production environments, using analytics to improve service and availability, resolving incidents, transitioning knowledge, and managing vendor performance.
Responsibilities
- This position is responsible for handling 24x7 operations infrastructure support services of all non-production and production environments in the areas of responsibility
- 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
Skills
- 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 Network (data and voice) technologies
- Experience in deploying and maintaining complex Network architecture
- Foundational understanding of networking concepts, including: TCP/IP, VLANs, Routing and Switching, DNS, DHCP, VPN solutions and Wireless Networking
- 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
- Bachelor degree in relevant field (IT, Engineering) or equivalent career experience
- Oral/written communication skills
- Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
- Experience with Cisco Catalist switching and routing HW and SW
- Experience with SDWAN technologies
- Experience with Cisco ACI
- Experience with Cisco Wireless solutions
- Experience with solutions for users to remotely connect into The Company
- Experience with managing and operating Domain Name Services
- Familiarity with Managed Service Providers performing day to day oversite of operations
- Familiarity with monitoring tools and read and react scripts
- Familiarity with Firewall technologies
- Familiarity with Proxy technologies
Benefits
- WFH role
- Curated development plans that foster growth and promote rewarding, fulfilling careers
- Professional development
Company Overview