Operations Analyst – Managed Services - Backup & Recovery

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Job Summary

The primary purpose of this position is to perform technical tasks, which are related to the coordination, operation, monitoring, and repair of assigned backup and recovery-related technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.

What you will do:

Service Delivery – 60% Job Weight

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
  • Delivers services within defined SLAs and security/compliance requirements.
  • Completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
• Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
• Completes assigned customer workload, including, but not limited to, monitoring and investigating backup job alerts and events and assigning resources appropriately.
• Ensures issues are communicated to customers in a timely and effective manner.
• Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.

Analysis – 15% Job Weight

• Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
  • Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement.
  • Review business processes within area of responsibility for ability to address customer needs, identifying areas where processes need to be enhanced or better documented.

Coordination – 15% Job Weight

• Coordinate and contribute to the development of tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions.
• Partner with stakeholders on creation/streamlining of support processes.

Leadership – 10% Job Weight

• Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed …