Tech Command Center Analyst

Summary:The Technology Command Center Analyst is responsible for the implementation of monitoring along with logging and troubleshooting all assigned server environments, creating, implementing, interpreting alerts generated by monitoring systems, coordinating communications between groups, following defined processes for problem classification, basic troubleshooting and insuring the best resources are brought to bear as quickly as possible when handing problem-inducing events. The focus will be on preventing impact proactively through monitoring. In addition to monitoring, the TCC Analyst will work on special projects created to implement new hardware, software or miscellaneous initiatives that support store operations or Home Office.

Duties and Responsibilities:

• Develop and implement technology infrastructure solutions at stores remotely through automation and/or limited involvement from store associates.
• Partner with the Technology Product and Service teams to implement monitor alerts on select infrastructure and applications
• Source data and phone solutions for stores in order to meet business demands for success.
• Monitor all critical production processes and technologies that have high impact on business operations
• Product owner for TCC requirements, i.e. tools and methods to consume alerts from 3rd party systems
• Define and provide oversight of Change/Problem Management processes
• Schedule, drive, provide oversight and develop the process of Learning Reviews and tracking follow-up action items through until completed
• Define (in collaboration with owners) and report on service levels for all applications, services and infrastructure
• Reduce network outages and quickly detect, diagnose, and resolve network performance issues with network monitoring software
• Proactively recognize unplanned mission critical issues that impact the time and accuracy parameters of all service offerings
• Work problem tickets effectively and interact with engineers, field technicians, and telecommunications carriers or vendors to facilitate resolving service down issues.
• Troubleshoot broadband outages by utilizing infrastructure dashboard to determine a root cause.
• Interact with store associates and broadband carriers to troubleshoot and resolve network outages.
• Proactively monitor multiple broadband, network assets and applications dashboards to quickly report any business impacting outages.
• Troubleshoot network outages, run diagnostics, work with broadband carriers, change network configurations, in order to resolve infrastructure outages.
• Document problem descriptions and detailed problem diagnosis with accuracy in compliance with established practices. Review and where necessary update the tracking of problems in our service and incident management system
• Work effectively in a team environment to monitor, log, resolve, and escalate issues
• Act as central point of communication for all critical issues.  This includes notifying departments (on call list) via email and phone to alert them of the issue.  Stand up (get all necessary depts. represented) and run/moderate the conference bridge/war room to troubleshoot the issue to resolution. In the communication role, there are multiple responsibilities to perform such as…take roll of who is on and the dept. they represent, provide regular status reports, keep the individuals in the meeting focused on the issue, etc.