The Operations Analyst provides the day-to-day operations for the Audit (DA) Program Technology solutions in the Global Hosting Centers (hosted centrally) and functions as a full member of our global IT/Office of Information management Technology Services (OIM DTS) team. The Analyst also provides operational support for distributed DA technology solutions that are managed by member firms. The incumbent will work closely with DA operations and support teams to ensure integration of operations and maintenance to Deloitte OIM standards. He/she exhibits a high service attitude and operations discipline to deliver a 7x24 highly available and highly performing production applications.

SPECIFIC RESPONSIBILITIES

• Responsible for ensuring DA applications are available and reliable.
• Provides IT application operations (e.g. via Global Hosting Centers for centralized devices, and operations support for distributed devices) for the Audit applications.
• Ensure all assigned incidents are managed according to SLEs. Ensure that Priority 1 and High Priority incidents are addressed with urgency. Participate in post mortem activities and report generation as required.
• Work with other global application teams, infrastructure operations (DTS), and vendors to implement new and updated systems as required.
• Support DA application architecture based on standards and requirements. This includes: executing server installations, installing application components, hardening applications to established guidelines, identifying and requesting required firewall rules, testing backup/restore procedures with the infrastructure team, testing system monitoring procedures with the operations management team, etc.
• Perform software and server administrative tasks: Implement new releases, software updates, patches, and modifications to DA application components and their supporting technologies. Provide periodic health and capacity monitoring for the applications.
• Participate in a 24/7/365 on-call rotation.
• Analyze and project long-range capacity & capability requirements to ensure DA technology operations are responsive during normal operations as well as during unpredictable peak demand.
• Execute application performance optimization activities. Identify, coordinate, and act on solutions that would improve DA applications’ performance.
• Perform project assignments and attend project meetings.
• Comply with established change control processes.
• Responsible execution and preparation of operational reports. Analyze data to monitor and maintain key performance indicators and SLO/SLAs.
• Provide operational service in accordance with established stakeholder SLOs/SLAs.
• Provide operational service in accordance with established OLAs with key DTT services partners and organizations (e.g. Service Desk, GNOC, DA Development, etc.)
• Recommend tools/develop custom tools that improve day-to-day processes and provide proactive monitoring and notifications.
• Implement policies and procedures for ensuring the integrity and security of DA applications.
• Ensure that all operational documentation is completed in accordance with DTS/OIM standards. Work with team leadership and program teams in reviewing new documentation.
• Provide knowledge transfer and mentoring for new team members.

Key Desired Skills:
• Technical proficiency including systems experience, strong troubleshooting and problem solving skills, and issue management in a multi-platform environment.
• 3+ years professional experience in operations and administering business application(s) using these technologies and toolsets: HP/IBM/Dell servers, Windows 2003 and IIS 5/6 HTML, SQL 2005/2008, ISA, Javascript, LANS/WANS (firewalls, proxy servers, load balancing hardware, network devices), Microsoft Clustering, .NET, SAN, SMTP, SQL Server, service monitoring (e.g., MOM, HP Systems Insight Manager), VbScript, and XML. Knowledge of Vista/MS Office 2007 laptops in a multi-national/international enterprise, Active Directory, Documentum 6/6.5, Autonomy, Exchange, Veritias backup, and Visual SourceSafe a plus.
• Preferred ability and discipline to work and succeed in a fast pace and organizationally complex environment, to effectively adapt to rapidly changing technology.
• Must appreciate the important aspects of running a 24/7/365 operation. Experience with supporting 50-150K + users in an enterprise application a plus.
• Excellent oral and written communications ability. Must be able to communicate effectively with all levels of the organization. Proven ability in communicating is essential along with the ability to differentiate appropriately. Able to discuss complex technical concepts.
• Experience is required in managing and organizing documentation within operational environments with focus upon indexing, content labeling, runbook development/maintenance, operational readiness processes and activities.
• Sensitivity and cultural awareness is essential as the role will involve contact with a variety of people around the globe.
• Discipline and experience in recognizing and handling confidential and sensitive information.
• Experience - knowledge of VMWare/ESX build, maintenance and management activities; ITIL and/or MOF IT service management models; certification a plus.
• Minimum 1-2 years of experience in an IT operations function for large-scale enterprise applications and environments highly desirable.

• Attention to detail is essential.

Education Requirements:

Minimum: Bachelor-level degree in information technology or computer science, or equivalent educational or comparable professional experience and/or qualifications. MCSE and similar industry certifications preferred.

Please forward resume with salary/rate requirements to: JOBS@MARSHWINDS.NET