Associate Operations Support Analyst
Technology | Redmond, WA, United States
The msnbc.com operations support team is the premier Tier 1 operations support team for all of msnbc.com and our partners. The role of the associate operations support analyst is critical in providing superior customer service and communication skills in parallel to performing tier 1 technical support. The candidate must have strong critical thinking and troubleshooting skills with the ability to manage incidents and problems at any priority and severity. This position requires a strong attention to detail and the ability to adapt to changing environments and have had experience managing high pressure situations. We operate on a 24/7/365 schedule and this position will require the candidate to work during overnight shifts and also have the ability to be flexible for changes in shift schedules.
Specific responsibilities include monitoring and managing internal and external web and video servers and coupled systems, participating and managing communication in code releases and system upgrades, troubleshooting and fixing site and publishing tool related problems, analyze all incoming and outgoing customer and partner content related concerns, and maintain a high level of communication and incident management for multiple incidents at varying degrees of priority and severity. Highest attention to detail pertaining to standard operating procedures, processes and troubleshooting guides and the ability to seek out updates when appropriate.
Primary communication hub for msnbc.com and partners
and impact, prioritize.
2. First response to appropriate audience via notification
3. Ability to measure scope of impact and effectively
categorize and prioritize incidents in a timely manner.
4. Create service ticket
5. Escalation to on-call engineer, TAM; broader
communication if needed to managers, director or tier
2/3 group(s)
6. Establish con-call and update stakeholders every 30
minutes with a timeline
7. Resolution Phase-Create summary and complete
timeline; update service ticket
MOS is responsible for company notification,
code deployment, file checking, server health and
smoke testing with direction from Release
Management
Operations support and site monitoring
2. Receive and diagnose alerts. Respond appropriately
to the severity of the alerts
3. Diagnose and repair issues when alerted or escalate
to on-call engineer if the alert or service is high or
critical
perform IIS resets; escalate unexpected issues should they
occur.
skills. Resolve problems based on information guides
and other help
Qualifications
Associate Operations Support Analyst
The msnbc.com operations support team is the premier Tier 1 operations support team for all of msnbc.com and our partners. The role of the associate operations support analyst is critical in providing superior customer service and communication skills in parallel to performing tier 1 technical support. The candidate must have strong critical thinking and troubleshooting skills with the ability to manage incidents and problems at any priority and severity. This position requires a strong attention to detail and the ability to adapt to changing environments and have had experience managing high pressure situations. We operate on a 24/7/365 schedule and this position will require the candidate to work during overnight shifts and also have the ability to be flexible for changes in shift schedules.
Specific responsibilities include monitoring and managing internal and external web and video servers and coupled systems, participating and managing communication in code releases and system upgrades, troubleshooting and fixing site and publishing tool related problems, analyze all incoming and outgoing customer and partner content related concerns, and maintain a high level of communication and incident management for multiple incidents at varying degrees of priority and severity. Highest attention to detail pertaining to standard operating procedures, processes and troubleshooting guides and the ability to seek out updates when appropriate.
Primary communication hub for msnbc.com and partners
- Manage communication for all msnbc.com properties and site related incidents
- Associate Analyst – Responsible for sending notification to company; support engineers during outages, site releases, or any unforeseen incidents.
- Coordinates support groups during escalation by establishing a con-call; contacting on-call engineers and technical account managers. Provide frequent updates via notifications to internal/external partners
- Manage the MSNBC Operations Support mail inbox where editors; support engineers and customers report incidents, questions and requests.
- Primary and central point of contact for msnbc.com and our partners.
- High and Critical Incident Management
and impact, prioritize.
2. First response to appropriate audience via notification
3. Ability to measure scope of impact and effectively
categorize and prioritize incidents in a timely manner.
4. Create service ticket
5. Escalation to on-call engineer, TAM; broader
communication if needed to managers, director or tier
2/3 group(s)
6. Establish con-call and update stakeholders every 30
minutes with a timeline
7. Resolution Phase-Create summary and complete
timeline; update service ticket
- Provide superior customer service and communication to msnbc.com and its properties
- Point person for operations during code releases to live site
MOS is responsible for company notification,
code deployment, file checking, server health and
smoke testing with direction from Release
Management
Operations support and site monitoring
- Monitor msnbc.com website and all partner websites and services
- Monitor 100+ servers internally and in data centers
2. Receive and diagnose alerts. Respond appropriately
to the severity of the alerts
3. Diagnose and repair issues when alerted or escalate
to on-call engineer if the alert or service is high or
critical
- Perform routine server maintenance
perform IIS resets; escalate unexpected issues should they
occur.
- Support of Help Desk issues that occur during non-business hours.
- Provide tier 1 support
skills. Resolve problems based on information guides
and other help
- Escalate issues in the form of a bug to developers for investigation
- Monitor all incoming and outgoing partner feeds. Identify, troubleshoot or escalate problems in a timely manner
Qualifications
- BA/BS degree or AA degree in Computer Science or equivalent
- 1-2 years relevant experience. Fluent with standard concepts, procedures and practices of position
- Experience managing multiple incidents and problems while working in high pressure situations.
- Combine customer service; strong troubleshooting skills and sound time management skills with consistent strong display of accountability and teamwork.
- Technical requirements include a strong knowledge of Windows architecture, HTML, XML and a strong understanding of the Internet.
- Outstanding written and verbal communication skills, the ability to manage conflict, and being flexible with work schedules.
Associate Operations Support Analyst
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