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Job Summary

The Command Center Analyst (CCA) monitors the operations of the Enterprise computer and application network environment including hardware and software. The incumbent works closely with other CCAs, System Administrators, Engineers, and/or Developers to ensure proper functioning of all business services, services, applications, and technical services under CCA management to deliver AlwaysOn Availability for the company to provide the necessary services for Members and Providers. The Command Center operates 24x7x365 in designated office locations which includes evenings, weekends, and some holidays and are responsible for the successful completion of all scheduled data processing workload.

Requirements

EDUCATION 

Bachelor’s degree in related field. In lieu of degree, five (5) years’ related experience will be considered. 

 

LICENSING/CERTIFICATION 

Network, Virtualization, Operating Systems and/or but not limited to other related certifications preferred. 

 

EXPERIENCE 

Minimum three (3) years’ experience in networking systems, computer repair, or network operations, data-processing, production scheduling software. 

 

ESSENTIAL SKILLS & ABILITIES 

Basics of Server Administration in Windows and Linux Operating Systems 

Basics of Virtualized Infrastructure 

Basics of Network Administration including Subnetting 

Basics of Data Center Infrastructure 

Ability to build and leverage Technical Diagrams  

Ability to run and read a packet capture 

Ability to write low code and/or no code scripts for resolution of monitoring events 

Ability to use ITIL Framework including Service Design, Incident, Change, Event, and Problem

Technical Troubleshooting Skills of Identify and Isolate Management

Production Scheduling Software – such as (JCL, CA7, AppWorx)

Domain Name System (DNS) 

Dynamic Host Configuration Protocol (DHCP)

Monitoring application administration 

Systems Documentation

Active Directory 

TCP/IP 

SAFe, Agile  

Skills

• Cross-Functional Communications
• Data Center Infrastructure Management (DCIM)
• Decision Making
• Monitor Processes, Materials, or Surroundings
• Network Administration
• Office Softwares
• Oral Communications
• Organizing
• Packet Capturing
• Problem Solving
• Scripting
• Server Admin
• Troubleshooting
• Virtualized Network Functions (VNF)
• Written Communication

Responsibilities

• Adheres to all change enablement related practices and policies including participation in the enterprise’s Change Advisory Board (CAB)
• Assists in workload preparation, set-up, and performs reruns due to JCL errors, hardware malfunctions, bad input data, and job preparation errors
• Completes assigned work on time and/or makes every effort to do so prior to notifying leadership including incidents, requested items, stories, problems, job abends, and any other tickets
• Conducts problem management practices include acting as problem record owner facilitating the problem tasks to bring about continual improvement
• Configures monitoring tools to ensure we advocate for mean time to detect and resolve in conjunction with application and technical owners
• Defines and documents the monitoring service to the enterprise including vendor contacts, budgeting, lifecycle management, integrations, and execution of a roadmap
• Embodies and models the attributes of the I&O operating model and acts as the standard bearer for the ideals
• Engages with the appropriate vendors outside of I&O including Facilities, Physical Security or any other Telecommunications Provider to ensure that circuits are up and operational
• Ensures all records are updated including runbooks, CMDB, and business rules in ServiceNow to ensure we are making programmatic decisions
• Ensures availability of all online networks within standard and ensures timely completion of nightly batch processing
• Ensures that all security policies, procedures and EDP standards are followed not limited to vulnerability management, change and configuration management, and findings management
• Initiates appropriate event, incident, and if necessary, major incident processes to ensure that the company’s services are available for member and provider facing operations by advocating for the event
• Monitors the operation of the enterprise business services, services, applications, and technical services & communication lines including monitoring the mainframe systems health and performance, as well as managing the AppWorx queues
• Participates in the appropriate on-call rotation adhering to the documented expectations
• Takes the appropriate actions in the spirit of continual improvement when a defect, or area of improvement is noted in either records, practice, process, or operating of monitoring

Certifications

Security Requirements

This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties

Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

Employment Type

Regular

ADA Requirements

2.2  General Office Worker, Semi-Active, Local Travel  - someone who normally works in an office setting or remotely, periodically has lifting and carrying requirements up to 40 lbs and routinely travels for work within the metropolitan area  by vehicle as essential functions of the job.