Drive the optimization of technology operations though system/services performance monitoring, data and analysis. Monitor operation to ensure established service level agreements/objectives (SLA/Os) are met. Collect data, analyze and report on performance, usage and trends within assigned portfolio. Synthesize findings to draw correlations between performance symptoms and existing or potential issues, identify exceptional conditions and opportunities for improvement. Escalate and document issues and events in accordance with established procedures and processes.
Major Areas of Accountability:
Monitor ~~ Data Collection, Tracking & Analysis ~~ Reporting ~~ Alert & Document ~~ Continuous Improvement
Use technology monitoring tools to monitor assigned environments and/or technical assets and identify/detect performance and behavior outside of established standards or SLA/Os. Evaluate current and/or potential impact deviation may cause to infrastructure, delivery or services. Determine appropriate next steps (e.g. closer monitoring, further review or immediate action).
Use a variety of data collection techniques and systems to collect technology operations performance data as it relates to area of responsibility. Analyze to draw accurate conclusions regarding performance, trends and issues (current and/or potential). Monitor compliance with defined SLA/Os. Monitor consumption/usage metrics to understand trends to assist in the effective management of vendor partners (as applicable). Perform trend analysis to identify cause of performance and/or usage issues.
Collaborate with management and/or Process Owner to determine reporting to drive utilization, efficiency and effectiveness of technology systems and/or services. Make recommendations based on experience and expertise. Create reporting templates and dashboards to consistently and succinctly convey trends, consumption, and performance to leadership, business partners and other technology teams (as applicable). Effectively manage and prioritize ad hoc reporting needs and requests.
Alert appropriate team (per incident and event management processes) to provide warning/notification that a threshold has been reached, something has changed, or a failure has occurred. Document concerns and findings, collect all pertinent data (to include comparison of exception data and normal data) and ensure incident/event tracking tools are up-to-date (per established guidelines and procedures).
Use experience, expertise and data analysis to collaborate with manager and team members in the identification of corrective action to increase efficiency, improve performance and meet or exceed consumption targets. Support the implementation of improvement initiatives through the design, gathering, analysis and synthesis of applicable and meaningful data regarding the impact and status of improvement initiatives.
Bachelors degree or equivalent (4-years) in Computer Science, IT, MIS, Math or related field.
1-3 years of relevant experience required.
2-3+ years of experience in a technology operations organization.
1+ years of experience pulling and analyzing data in support of a technology operations organization.
Expert-level skills managing and analyzing data in Microsoft Excel.
Experience and proficiency with entire Microsoft Office suite.
Shift is noon - 8:30 PM; must be flexible to work other hours as needed.
About Our Company
Ameriprise Technology is a team of professionals who provide Technology solutions across the company. This includes corporate computing, network infrastructure solutions and security for the entire firm. Being part of our team also means partnering across the business to enable technology solutions and engaging digital experiences for clients, advisors, and employees. Our mission is to create technology that is reliable, simple, integrated and secure. We provide the tools, resources and support to help you forge a career that delivers more of what you want: recognition, rewards and work that makes a difference.