Location: CHATTANOOGA, TN
Regular/Temporary:
Responsibilities
IT Operations Analyst (B) - 514322
Organization: Technology & Innovation
Department: T&I Operations-Ops Performance
Location: Chattanooga, TN
Relocation Offered: No, relocation assistance will not be offered.
Posting Open: 1/26/2023
Posting Closing: at 2/4/2023 11:59pm EST
Salary: Competitive
Job Summary:
This position is responsible for monitoring TVA's Enterprise IT Infrastructure within the Enterprise Customer Operations center (ECO) in a 24x7x365 environment. This includes frontline event management, troubleshooting/failure isolation, resolution of Tier 1 issues, leased circuit vendor management, coordinating support resources, code promotions, and Cyber Security response. The position serves as the eyes & ears of the Enterprise to proactively mitigate service disruptions and provides a single point of contact for notification & escalation needs. Specific duties include:
Evaluate events/alarms from operational tools to determine business impact and serve as incident owner to triage. Perform remediation steps warranted to resolve issues at their lowest level and engage appropriate support staff when needed. Event categories include but not limited to: routers, switches, servers, databases, voice, transport, environmental, backups, cyber security, workstations and data transfer.
Leverage the IT suite of tools to effectively research, troubleshoot, isolate, and/or resolve events in their infancy. Demonstrate a comprehensive knowledge of Event Management tools, support tools, and resources available to effectively identify and resolve issues.
Serve a focal role within the center to identify trends, manage priority phone lines, initiate SMS notifications, and escalate major incidents to appropriate escalation manager. Also, model senior analyst attributes by providing training, technical assistance, and mentoring to junior analysts.
Demonstrate exceptional documentation practices throughout an event's lifecycle as reflected in ticket notes; shift logs entries, email correspondence, and SMS notification mediums. Employ these practices to contribute to known error and knowledgebase repositories.
Provide tier 1 Cyber Security incident response within the SIEM tool and Secure Work portal. Leverage EISP knowledgebase for remediation actions.
Provide vendor management of leased circuit providers by reporting issues, overseeing restoral efforts, and coordinating vendor escorts.
Provide oversight of the daily maintenance schedule to account for Change maintenance, proactive maintenance, and reactive maintenance work. Ensure overlapping maintenance avoids conflicts and only approved maintenance is permitted. Abide by and enforce ECO processes: Incident, Problem, and Deployment Change Management. Serve the role of interim process leader as needed.
Seek continuous service improvement opportunities to enhance operational practices within the department. Develop work instructions, handling procedures, and best practices for efficient operations.
May serve as a work leader, in a non-supervisory leadership position, having job-related responsibilities to lead project assignments in a broad or specialty area.
Supervision Received:
Independently performs assignments with instructions as to general results expected. Works under the direction of a team leader or department manager and receives minimal technical guidance on unusual or complex problems.
Skills and Proficiencies (May be job or organization specific):
1. Proficient knowledge of TVA's core business.
2. Comprehensive knowledge of TVA's IT Infrastructure hardware and software.
3. Strong analytical and troubleshooting skill. Able to provide and accept feedback.
4. Professional oral and written communication skills. Good documentation practices.
5. Ability to work in a team environment, builds relationships, and influences others.
6. Ability to work under time constraints and complete task by deadlines.
7. Comprehensive knowledge of HP Operations Manager, HP Service Manager, Solar Winds, and similar Event Management tools.
8. ITIL V3 experience and fully understands Service Operations processes.
Minimum Qualifications (Consistent with Classification Standard):
Education and Experience/Certificates, Licenses, and Registration Requirements/Other Requirements
A Bachelor's degree in computer science, engineering, mathematics, business administration or related field of study; or equivalent education, training & experience. Completion of approved TVA Progression Plan or 24-48 months of comparable and relevant work experience with knowledge of one or more IT infrastructure technologies such as networking, client server architectures, server and desktop operating systems, databases, server virtualization, storage area networks, messaging, etc.
Other Requirements:
1. Able to work a rotational shift coverage schedule to staff a 24x7 Operation Center.
2. Must be able to qualify for and maintain a TVA Sensitive, or equivalent security clearance.
3. Must be able and willing to assume on-call rotational assignments which may include 24-hour on 7-day per week availability.
4. Travel as required to carry out project work or perform temporary duty at other than home-based site which supports both internal and external business on the schedule and shift requirements of those businesses.
5. May be required to obtain and maintain a security clearance based on position / access requirements and essential job functions
Tennessee Valley Authority
400 West Summit Hill Drive
Knoxville
Tennessee United States
www.tva.com
