Managed Hosting Support Analyst

The MANAGED HOSTING SUPPORT ANALYST will be a key component of a team that will deliver world-class support of mission critical payment infrastructure solutions to Fortune 1000 clients. This will include 24x7 operations support of current Managed Hosting customers, as well as installation support of new customer environments. The candidate will also assist with the ongoing refinement of hosted service offerings, and help maintain processes and procedures necessary to ensure the quality of service and compliance with service level agreements (SLAs). Another important aspect of this position will be the ability to work effectively with third-party hosting partners, and their engineering and support organizations.

Successful candidates will have experience in System/Network Administration and customer support.

SPECIFIC RESPONSIBILITIES IN OPERATIONS SUPPORT WILL INCLUDE:

Incident Response and Resolution Management

- Respond to customer incidents via automated monitoring alerts, hosting provider incident reports, internal trouble tickets, and customer phone calls, e-mails, or web requests.
- Ensure the creation, qualification, and resolution or proper escalation, of trouble tickets for the Managed Hosting customer base.
- Ensure that ticketing systems are kept up-to-date through the life of an issue to closure and customer agreement.
- Ensure proper, consistent communication of statuses to the customer and client management in accordance with policy and procedures, SLAs, and contractual agreements.
- Assist with completion of Root Cause of Outage Analysis (RCOA) per defined policy, procedures, and service level agreements (SLAs).
- Assist with SLA monitoring tools and process, and customer report generation.

New Customer Environments

- Coordinate with hosting providers and Professional Services on build out, handoff, and go-live.
- Define and test system and application level checks and monitoring with hosting provider.
- Define and test internal SLA monitoring.
- Continually work with hosting providers to improve efficiency, and reduce the time to go-live.

New Business

- Assist with evaluating and implementing new third party products and services.
- Assist with benchmarking new custom products, including the integration of any partner solutions.

QUALIFICATIONS:

- Bachelor's degree, or equivalent work experience
- 7+ years of total related work experience
- 5+ years of industry experience with a minimum of 3 years of UNIX system administration experience, including experience with open source operating systems, Redhat or CentOS experience preferred
- Linux and Middleware (JBoss preferred) support experience
- 3+ years of experience in a direct customer or operations support role, with Network Operations Center experience preferred
- Other skills or experience that the ideal candidate will possess: Shell Scripting, encryption tools and processes, data security, MS SQL or MySQL administration, JBoss administration, Java, SiteScope monitoring, VMware
- Nice to have skills: Coding; Scripting; Nagios; Puppet; ITIL
- Ability to communicate effectively with all levels of customer, internal staff and management, and third party support organizations
- Ability to provide consistent, professional, courteous support over the phone, working directly with customers and third party support organizations to identify and resolve technical issues. This will include assisting with conference calls to provide status updates during critical customer outages
- Experience with trouble ticketing systems, ticket assignment, and ticket management
- Customer facing application support experience with good communications skills via phone and email with customers
- Due to 24x7 operations support requirement, must be able to work a flexible schedule (8am to 5pm or 7am to 4pm) to include weekends, nights, and holidays, including on-call rotation

Duration of assignment expected to be 6 months with potential to extend.