Service Operations Center Analyst II Motricity

Tracking Code
172778-340
Job Description

As a service operations analyst II, you would be part of the incident management team helping to monitor and maintain the Motricity production environment as well as providing Help Desk services. Monitors real-time and SOC performance metrics in order to consistently achieve established Service Level objectives.



Motricity empowers mobile operators, brands and advertising agencies to maximize the reach and economic potential of the mobile ecosystem through the delivery of relevance-driven merchandising, marketing and advertising solutions. Motricity leverages advanced predictive analytics capabilities to deliver the right stuff, to the right person at the right time. Motricity provides their entire suite of mobile data service solutions through one, integrated, highly scalable managed service platform. Motricity's unique combination of technology, expertise and go-to-market approach deliver definitive return-on-investment for our mobile operator, brand and advertising agency customers.
Required Skills

Monitors, supports and troubleshoots the infrastructure for operating issues involving failures, degradation of service and event correlation using various software and hardware monitoring tools.
Record, document, and track incidents, provide incident and problem investigation.
Monitor and troubleshoot our applications, systems, servers and network and identifies real-time changes/needs.
Works with internal and external customers via phone, chat, email and other resources to resolve issues.
Follow established escalation procedures and communicate issues clearly to technical and non-technical individuals, keeps management updated on status.
Protects customer experience by managing service levels.
Provide 2nd tier application support of web server systems (UNIX and Windows platform)
Provides constant reviews and feedback to management around potential risks and take appropriate corrective and/or preventative measures.
Works closely with all IT teams to ensure all SOC processes and working as designed to provide optimal performance.
Maintains SOC documentation and procedures. Suggests changes and improvements to standards, procedures and other work tools and creates procedure documentation as needed. Interfaces with other IT teams to drive improvements to documentation and turnover.
Provide mentorship and guidance to junior members of the team.

Required Experience

3+ year?s experience in information systems..
Intermediate skill with Windows OS, UNIX, Linux ,IIS, Tomcat
Application support concepts such as database driven sites, web services, proxy or cache devices
Working understanding of TCP/IP, Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP, VIP?s and Subnets
Experience with monitoring applications such as HP Openview, Sitescope, Mercury BAC, etc
Diagnosing and troubleshooting system problems in a complex heterogeneous systems environment.
Ability to make decisions with minimum supervision.
Must have excellent written and oral communication skills
Intermediate level of knowledge of service restoration for Windows 200x servers and UNIXLINUX operating systems in a highly virtualized environment.
Maintains regular and consistent attendance and punctuality.
Customer service focus in a team environment.
Ability to interface with all levels of the Motricity enterprise.
Must be able to learn quickly and apply new knowledge correctly with minimum time and training.
Ability to work independently in a fast paced and changing environment.
Demonstrated skills working as a member of a team.
Ability to work flexible hours including other shifts

Additional Desired Skills:

Strong interpersonal skills

Ability to work as part of a dynamic team
Certification in ITIL foundations or higher
Proficiency with all standard MS-Office applications (Outlook, Word, Excel, Project, PowerPoint, etc.)
Proficient with Unix and Linux

Job Location
Bellevue, WA, US.
Position Type
Full-Time/Regular

Location:	Bellevue, WA United States