Senior IT infrastructure support analyst

Job Description

- Working in our IT Command Center requires a passion for technology, a commitment to continuous learning and vigilance to safeguard assets, both physical and virtual. The IT Command Center Senior Analyst is at the forefront of technology monitoring, collaborating with highly motivated teams dedicated to analyzing, designing, developing, and deploying solutions to better monitor and fortifying our IT capabilities, reducing the Mean Time to Detect and Mean Time to Recover. This role's attention to detail and quick decision making plays a critical role in ensuring the stability, capacity, and resilience of our products. Through collaboration with internal teams and tech experts across our network, this Senior Analyst makes a difference to our Brand Partners and customers.
- As a member of our IT Command Center, this position joins a worldwide group responsible for 24/7 monitoring and Incident Response, serving as the eyes and ears of the IT organization's infrastructure and applications. In the role as a senior shift analyst, the responsibilities encompass monitoring alerts generated by our Security Information and Event Management (SIEM) system and other monitoring tools, conducting initial investigations and escalating incidents as appropriate. Quick decision making plays a pivotal role in ensuring the organization reduces its mean time to detect incidents and reduce the impact to our internal associates, our Brand Partners, and our customers.

Essential Job Functions:

- IT Monitoring and Analysis - Responsible for proactively identifying IT incidents, making rapid decisions on the prioritization and impact of each incident, and taking steps to mitigate financial and reputational harm to Bread Financial. Use industry standard IT monitoring tools and internal team runbooks as an advanced user, in addition to leveraging business and system knowledge to correlate data across tools to properly action incidents in accordance with industry standard incident management frameworks and protocols. Perform more complex testing as required to confirm network availability and resiliency. Mentor and train junior analysts.
- Security Operations and Event Support - Monitor physical security systems and provide updates to leadership on significant security events. Complete risk and threat assessments related to travel, company sponsored events, or geopolitical events etc., and use emergency communication platform to disseminate information to impacted associates.
- Process Management - Lead creation and ongoing maintenance of run books/process documentation. Identify opportunities for process improvement or efficiency and drive changes to closure. Demonstrate the sense of urgency and judgment needed to effectively identify potential incidents. Collaborate with tech experts across our network to develop monitoring solutions for known problems to ensure the availability of production systems.
- Communication - Communicate general, technical, and operational reports or assessments to appropriate stakeholders at all levels and demonstrate ability to synthesize technical data for delivery to non-technical audiences. Properly document actions taken in systems of record. Respond to complex problems escalated by leadership. Represent the IT Command Center on critical or enterprise-wide environment issues.

Reports To: IT Command Center, Manager

Direct Reports:

Working Conditions/Physical Requirements:

- This role is shift based (1st, 2nd, 3rd) to support a 24/7 operational environment. Working days and hours of work could vary depending on the needs of the business.
- In office role, required to work in corporate office.

Minimum Qualifications:

- Bachelor's degree in Information Systems, Information Technology, Computer Science or related field of study.
- 2+ years of experience working in a NOC, SOC, or other operational environment.
- Experience working in ServiceNow.
- Experience working in Splunk.
- Experience with monitoring tools such as SolarWinds, Dynatrace, or other industry-wide monitoring tools.

Preferred Qualifications:

- ITILv4 Foundations Certification.
- CCNA Certification or similar.

Knowledge, Skills and Abilities:

- Ability to multitask effectively and work with little supervision while performing duties.
- Ability to work in high-pressure situations.
- Ability to handle fluctuating workloads, conflicting priorities, and concurrent activities.
- Effective organizational skills, time management skills and problem-solving skills.
- Exceptional verbal, written and interpersonal communication skills.
- Ability to provide clear and concise executive level communication and updates on status, issues, and risks.
- Microsoft Office product suite.
- Azure and Splunk.
- Knowledge of ITIL processes.
- Knowledge of scripting languages (Python, PowerShell etc.)