(GSOC) Incident Analyst (Finance)

The Global Support Operations Center (GSOC) supports Insights' Products, Services, Infrastructure and Platforms on a 24x7x365 basis. The Operations Center (OC) provides both Tier 1, Tier 2 level support using the ITIL (ITSM) Framework for tracking issues for the purposes of driving Service Delivery improvements and raising customer satisfaction scores. It is the OC's mission to save business time by reducing escalations and improving operational efficiency through continued process improvements and automation improvements. Additionally, it is the responsibility of the Operations Center to reduce both incidents and problems through a process that isolates the problem and drives the changes to eliminate the incidents.

Perform as the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur. Investigate and respond to system and network issues while minimizing impact on customer service. Follow processes and procedures to escalate issues as required in 24/7 support environment. Issues service interruption reports to the Executive Level Leadership Team and agencies as required. Achievement of objectives is generally measured by product up time.

This role is 2nd shift. Monday - Friday from 3:30 PM to 12 AM EST. This role is remote but candidates may need to be in the Louisville or St. Louis office on occasion depending on where they live. Should be drivable distance from either office.

What You'll Do

• Perform as the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur.
• Investigate and respond to system and network issues while minimizing impact on customer service.
• Follow processes and procedures to escalate issues as required in 24/7 support environment. Issues service interruption reports to the Executive Level Leadership Team and agencies as required. Achievement of objectives is generally measured by product up time.
• Work closely with Network Engineers, Product Development, and Implementation to ensure network integrity and reliability.
• Database analysis tools.
• Customer service role supporting Windows or Linux based applications.

What experience you need

• Computer Sciences degree or 1-3 years' equivalent experience working within a Network Operations Center.

What could set you apart

• Experience troubleshooting application processes.
• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.
• Work well under pressure with differing levels of Management.
• Excellent verbal and written communication skills.
• Strong analytical/problem solving skills.
• Support Center/Call Center experience preferred.
• Network+, A+, Linux CentOS 7, AWS Cloud Practitioner, CompTIA Security+ and/or ITIL v4/ITSM, customer service experience.
• Experience with SQL, Oracle, Linux, basic networking.

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