IT Operations Analyst IT Operations Analyst …

Ameriprise Financial, Inc.
in Gurgaon, Haryana, India
Permanent, Full time
Last application, 15 Jan 21
Ameriprise Financial, Inc.
in Gurgaon, Haryana, India
Permanent, Full time
Last application, 15 Jan 21
IT Operations Analyst
Job Description

• Continuous enhancements to content management (Confluence/SharePoint), tools, utilities, reports & dashboards to assist production support, operational processes, re-engineering efforts etc.
• Work closely with Server, Storage and Backup infrastructure teams to enhance processes, data collection, content management, metrics and reporting
• Administration support of service delivery functions; i.e. Infrastructure SLA's, Project tracking, work queue oversight for problem areas or areas of focus for improvements
• Partnering with management teams and external partners like IBM to support service commitments per ITIL framework (problems, Incidents, changes)
• Lead projects as assigned; i.e. business or customer requests for information, technology planning, and communications.
• Assist/at times lead configuration management duties; upkeep, integrity of information, review and resolution, reports as requested
• Business alignment - communications and coordination with business and technical teams (IBM, AFI staff)


• Perform minor to moderately difficult and independent assignments in the process improvement efforts.
• Participate in trend analysis efforts assigned; themes, prevention, systemic issues
• Recommend, and/or document strategies and solutions for problems/incidents based upon comprehensive and thoughtful analysis of business goals, objectives, requirements and existing technologies.
• Independently identify key issues, patterns and deviations during the analysis.
• Participate and provide input in the continual refinement of processes, policies and best practices to ensure the highest possible performance and availability of technologies.
• Lead documentation efforts as assigned - create or partner with peers for documentation creation and improvements; including troubleshooting guides, procedure/support manuals, and communication plans. Leveraging Confluence as the collaboration source for Operations and technical business partners.
• Contribute towards development of operational reporting including daily health check reports, capacity/performance reports, and incident/problem reports.
  • Present information in meaning ways; using O365 products and tools.

Data Collection, Tracking & Analysis
• Use a variety of data collection techniques and systems to collect technology operations performance data.
• Analyze to draw accurate conclusions regarding performance, trends and issues (current and/or potential).
• Monitor consumption/usage metrics to understand trends to assist in the effective management of vendor partners (as applicable).
• Perform trend analysis to identify cause of performance and/or usage issues.

Continuous Improvement
• Work with application teams to understand business impacts, timing and concerns for any alignment assignments.
• Assist teams in identifying monitoring requirements and implementing the appropriate monitors to achieve the desired results.
• Use experience, expertise and data analysis to collaborate with managers and team members in the identification of corrective action to increase efficiency, improve performance and meet or exceed targets.
  • Lead and/or assist management and peers with Content Management maturity efforts
  • Lead and/or assist management and peers with Documentation maturity efforts

Required Qualifications

  • Degree in IT, Business, Engineering, or any equivalent academic experience
  • 3-5 years of professional experience in IT industry in either of the domains: Project Coordinator / Technical Coordinator / Program Management / IT Support/App Support / Analytics
  • Mandatory: Hands-on working knowledge of ITIL framework or IT Infrastructure-related roles
  • Mandatory: Proficient with O365 products: Advanced MS Excel and MS PowerPoint
  • Mandatory: Server/Storage & AWS Cloud knowledge
  • Mandatory: Strong skills in both people relationships and communications (written and verbal)
  • Mandatory: Analytic skills and data information gathering (from systems or people)
  • Mandatory: Exposure to ServiceNow, Confluence, JIRA,
  • Preferred: Microsoft PowerBI
  • Detail oriented, self-starter, capable of working independently
  • Comfortable presenting information to peers/leadership
  • Strong attention to detail and with ability to focus on quality and efficiency.
  • Innovative or creative in problem solving, strong analytical and customer service abilities required.
  • High reasoning aptitude and ability to quickly understand complex information or problems.
  • Strong thought leadership and motivation with the ability to work independently

Preferred Qualifications

  • Professional experience in administration, configuration or technical support roles
  • Solid understanding of monitoring tools, trend analysis or monitoring techniques with focus on problem determination and prevention.
  • Prior experience in a Business Analyst or Technical Coordinator role(s)
  • Timings: 4: 45 PM - 1:15 AM IST on Weekdays (6:15 AM - 2:45 PM CT)
  • Cab Facility provided: Yes (Home Pickup & Drop)
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