Sr It Operations Analyst

About the Team The Global Operations Center GOC in Pune India is a key component of the Cloud and Information Services CIS Shared Services Center GOC s mission is to deliver world class operational support to both external and internal clients It operates 24 7 focusing on Incident Management with a pool of resources handling responsibilities such as incident monitoring first response resource engagement triage Tier 1 resolution and proactive issue prevention GOC is also part of the Service Management Office SMO and has roles in IT Service Management ITSM domain These roles own various ITSM processes such as Incident Management Change Problem ITOM Event CMDB etc What you will do The Supervisor Information Technology role will supervise and work with your team providing quality service for internal and external SAS customers Using IT Service Management best practices you will lead your team technically as they respond to incidents service requests manage execute changes and triage service queues You will work with service owners across SAS to ensure that the work the team is responsible for is well defined well documented and consistently measurable Responsibilities Monitor incident and request dashboards or queues to ensure the appropriate priority and triage during assigned shift Work with the team management and SAS Service Owners to create maintain and improve the documentation needed by the team for successful execution of daily tasks Meet SLA for customer reported incidents and or requests Review and assess OLA SLA data with SAS Service Owners to improve incident resolution and request execution Resolve incidents and fulfill requests utilizing excellent customer service skills problem solving skills technical thinking reasoning and excellent documentation skills Using work instructions knowledge bases SOPs Standard Operating Procedures and runbooks support a broad set of hosting technologies including the SAS platform operating systems and other supporting IT infrastructure Facilitate adherence to ITSM policy across all aspects of service delivery Drive customer first in all service interactions in a dynamic environment while managing competing demands Provide inputs to help establish development goals evaluate performance identify training needs and train new team members Work with other shift supervisors and GOC Management to ensure consistent service delivery Work 24x7 on monthly rotating schedule including weekends and holidays Qualifications Essential Bachelor s degree in computer science or related field plus seven years experience in IT An equivalent combination of education training and experience may replace these requirements Experience providing infrastructure OS and or application support for customers Technical Skills Operating Systems Windows RHEL Linux Application SAS Java based enterprise applications Proven leadership skills including the ability to train employees with varying skill sets Strong troubleshooting skills Professional writing verbal and interpersonal communication skills are essential Ability to work in a strong team environment as well as independently Preferred ITIL Foundation Certified Experience with ServiceNow IT Operations Management IT Service Management Knowledge of multiple operating systems Knowledgeable in Six Sigma Lean or related methodology Basic security and compliance knowledge Knowledge of VMware and cloud hosting providers You are welcome here At SAS it s not about fitting into our culture - it s about adding to it We believe our people make the difference Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers SAS only sends emails from verified sas com email addresses and never asks for sensitive personal information or money If you have any doubts about the authenticity of any type of communication from or on behalf of SAS please contact Let s stay in touch to stay up to date on company news job updates and more SAS