Specialist

Job Description (Posting).

The associate is responsible for the functions below, in addition to other duties as assigned:

Responsible for system monitoring, adhoc support and documentation/escalation of exceptions in accordance with defined procedures

Analyze business and technical issues and take action to correct and/or minimize outages and/or performance issues by monitoring the events and alerts

Coordinate with mission critical vendors for financial transactions, order processing and 3rd party billing to ensure Rite Aid can process transactions and meet all legal and regulatory requirements

Build and maintain knowledge system of mainframe, open systems, web, mid-range and application systems

Review and track issues to ensure root cause analysis is performed and documented. Coordinate these activities with other departments in Information Systems and business partners

Lead, resolve and escalate issues to 3rd level application and infrastructure team. Communicate issues to business partners as necessary

Schedule and coordinate daily computer operations using scheduling systems, productivity tools, and associated commands to ensure timely completion; correct batch production work as it fails or comes to an unsatisfactory conclusion

Log problems and place calls to staff, management and vendors to address issues, including escalation of issues

Perform system-wide Initial Program Loads (IPLs) and reboot systems as required to restart failed or downed computer systems; ensure startup parameters and functions are correct

Three (3) years' of experience in 24x7x365 Large Scale Data Center Operations Environment preferred (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases