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IT Operations Analyst III- Problem Manager

Company: Moneygram
Location: Lakeville
Posted on: March 18, 2020

Job Description:

OverviewMoneyGram is an international, high-performance company,located in more than 200 countries and territories. We are committed to our employees. MoneyGrampromotes an environment that is both challenging and rewarding for employees.We understand the importance of career development, and provide manyopportunities to learn and grow. We take pride in upholding a culture stronglyrooted in our corporate values, and committed to the communities around us.JobSummaryThe Incident/Problem Manager reportsdirectly to the IT Operations Manager and is responsible for ensuring the dayto day operations in the Command Center and are operating to standards. Monitors environment health and thefacilitation of high severity incidents to improve the state of serviceavailability and continuity Documents all problems (hardware, application, network,etc.) and takes corrective action as required. Exhibits full technicalknowledge with a proven ability to work in a multi-task team drivenenvironment; demonstrates good verbal and documentation skills. Thisrole also incorporates Problem Management from Major Incidents, RCA reports andproactive analysis of trends in incidents eliminating recurring incidents andminimizing the impact of incidents that cannot be prevented.Primary Responsibilities* Define,develop and communicate the practices and processes necessary for effectiveproblem management to minimize the impact of service outages

* Documentall problems & issues encountered during the shift. Prepare shift turnoverdocument.

* Coordinatebetween various support teams to identify the root cause of a problem and finda workaround or solution

* Participatein efforts to improve levels of Service and minimize risks through use ofIncident Management processes/data

* Workwith the technical leads and other relevant stakeholders across the ITEnterprise to embed the Service Management framework

* Theprimary responsibility will be to ensure that root-cause is established for allmajor incidents and that a formal RCA is published within agreed SLAs.

* Responsiblefor the major incident and problem management discipline, ensuring an effectiveand coordinated set of processes are developed and maintained across allservices

* Ensurethat the incident management process is performed according to the agreed anddocumented standard and meets the process definition.

* Inaddition, the current Major Incident and Problem management processes should tobe reviewed and improvements implemented. Implementation will includedocumentation and mentoring of all IT stakeholders.

* Workingknowledge of supporting software including; ServiceNow, Splunk, RTView,SolarWinds and other monitoring tools

* Monitormultiple automated scheduling packages (ESP, etc.), follow establishedescalation procedures reporting any delays or problems to the lead or Manager

* JoinSEV1/2 bridge lines and keep a timeline of activities during bridge call.

* Co-ordinatesrapid response to major incidents and problems, ensuring that appropriateaction is taken to investigate and resolve them, with minimal downtime tosystems and services

* Create/updateServiceNow Reporting.

* Supportthe production system environment - perform off-hours/ holiday work as neededor required.

* Abilityto work independently to meet deliverables with little or no supervision.

* Process-oriented- understands the organizational benefits of process and the need forcompliance.

* Analyticaland reflective - with the ability to apply the knowledge gained effectively.

* Promoteknowledge sharing, assist with updating documentation to remain current acrossshifts

* Abilityto support days nights weekends 24 X 7 X 365

* Promotean environment that supports diversity and reflects the MoneyGram brand

RequiredQualifications:* Four-year degree in the field ofInformation Technology Management or Computer Science, Project Management,or Business Analysis or equivalent work experience. (or equivalent demonstrableexperience)

* Proficient in knowledge of the ITinfrastructure (hardware, databases, operating systems, networks etc) usedwithin own organization

* Has a broad knowledge and understanding of ITconcepts, coupled with proven experience of successfully managing incidents andproblem tickets.

* Familiar with IT Service Management tools,knowledge of ServiceNow, JIRA and Microsoft SharePoint greatly desired.

* 2 or more years of working hands-on with allaspects of the System Development Life Cycle.

* ITIL Foundation certified.

* Experience with AWS and/or Google cloudmonitoring tools is a major plus.

AdditionalInformation & Demand:* Dueto the nature of the role you may be required to work extended hours at shortnotice to complete the work required to meet the business needs

* Canconform to shifting priorities, demands and timelines through analytical andproblem-solving capabilities

* Strongwritten and verbal communication skills; strong interpersonal skills

Keywords: Moneygram, Lakeville , IT Operations Analyst III- Problem Manager, Executive , Lakeville, Minnesota

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