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About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health.By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.
NC Residents - Hybrid position 1 day in office - Hours 1st shift Mon-Fri 6:30am-3:30pm or 8am-5pm.
Job Summary
The Core Operations Analyst is responsible for the 24 x 7 health of all monitored and managed systems, network, citrix, storage, servers, databases (MySQL and Postgres) and applications.The Core Operations Analyst will provide IT technical support to the Duke Health community. They are responsible for identifying incidents, events, and analyzing problem trends, overseeing the management and resolution of issues. The Core Operations Analyst is responsible for reviewing monitoring status, correlating events, understanding alarm diagnosis and incident trends. They troubleshoot and resolve discovered issues under the scope of Operations Center-supported services. The Core Operations Analyst requires technical acumen, excellent communication skills, troubleshooting skills, and the ability to facilitate and manage technical bridge lines that cross multiple domains. They need to quickly determine root cause, business impact and resolve issues as quickly as possible to ensure patient care is not impacted.
Work Performed
Level 1
- Responsible for monitoring of processes, system triage and recovery, systems analysis and diagnosis, application performance, workflow troubleshooting and resolution, providing service management for all Windows and/or UNIX based systems within the Duke Health infrastructure.
- Triage technical issue within our Citrix environment
- Participate in technical escalation of IT issues, collaborating with both application and operational teams through operating systems and hardware analysis, diagnosis, troubleshooting, and resolution.
- Participate in 24 x 7 monitoring and troubleshooting of all Core Operations monitored services, including Network Infrastructure and OS performances.
- Perform triage and remediation of issues received by alerts via Service Now tickets and phone queue for Core Operations.
- Administer storage and backup technologies for physical and virtual servers.
- Work collaboratively with applications and engineering team to provide continuing service management and support on all production and test/development/production systems.
- Configure and implement operating system updates and security patches. Install operating systems and hardware bios upgrades on all targeted systems.
- Provide ongoing support and management of monitoring tools.
- Make use of monitoring tools by identifying patterns of activity that could warrant technical intervention with an aim to resolve prior to a production outage.
- Participate in a shift rotation that provides 24x7x365 coverage of mission critical systems and networks.
- Ensure IT Service requests are fulfilled as per the operational level agreement and committed fulfillment time to include; Host Registration, IP addresses, Server Builds, backups and restores, etc.
- Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record.
- Follows DHTS ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management.
- Follows the change management process for operational change tasks to ensure compliance for change management. Ensures all change management tasks are complete.
Level 2
- In addition to the duties described for Level 1, Level 2 personnel will:
- Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.
- Enhance systems management tools and procedures, with a specific focus on leveraging the DHTS monitoring suite.
- Will take ownership and facilitate technical bridge during operational disruption in service or service outages. Ensures minutes, action items and resolution steps are documented and distributed to technical teams. Ensures permanent fixes are put in place to eliminate repeat incidents. Also ensures ServiceNow tickets are kept up to date reflecting all technical actions and steps are documented in the ticket.
- Monitor team chat activity to ensure awareness of high volume activity and potential team help needed.
- Escalate critical tickets to appropriate support team and monitor tickets for response from support teams ensuring customers are supported.
- Monitor event console, customer support calls in the call tracking system, return calls from customers, as well as enter new incidents or requests into ServiceNow.
- Apply diagnostic utilities for troubleshooting methods to aid in resolution.
- Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.
- Participate in cross team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services.
- Participate in disaster recovery planning and all application resiliency efforts.
Minimum of 4 years (Level 1) and 5-10 years (Level 2) functional and operational experience in the following areas:
- Demonstrate the ability to administrate Citrix environment and databases (MySQL and Postgres).
- Demonstrated ability to manage multiple tasks, performed by a diverse group of professionals
- Requires North Carolina valid driver's license
- Requires Ability to lift up to 50 pounds
- Excellent interpersonal skills and strong abilities to develop and enhance relationships with team members, other technical staff, customers and internal groups
- Excellent communication skills in both written and verbal forms
- Excellent judgment and decision-making skills
- Excellent analytical abilities and innovative problem-solving skills
Preferred Qualifications:
- Bachelor's Degree or equivalent education/experience
- Service Now Experience
- ITIL V3 Foundations Certified
- Familiarly with Azure and AWS
- Knowledge of VSphere and Nutanix
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
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