This position is responsible for monitoring and assessing potential issues relating to critical IT applications, systems and devices. The IT Operations Monitoring Analyst will monitor all incoming alerts using various tools and perform actions based on predefined instructions. This position includes performing 1st and 2nd level troubleshooting, manual alert correlation, and resolving issues as required.
The successful candidate must understand how different types of Costco systems integrate together and be able to pinpoint where the actual issue is occurring. The IT Operations Monitoring Analyst must also be able to determine which issues are false positives and document/work with other teams to get these types of alerts suppressed.
*Pay based on experience.
Job Duties/Essential Functions
Participates in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues in a 24x7x365 environment.
Quickly develops a comprehensive understanding of the applications and infrastructure within the eCommerce environment and how they impact employees or members.
Stays informed of production changes that could affect functionality and alerting.
Ability to coordinate across teams, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all issues.
Accurately troubleshoots, reproduces, and documents issues and other pertinent information in Incident or Problem tickets.
Contacts Costco warehouses, depots, and other buildings in order to troubleshoot power outages and device issues.
Creates and maintains knowledge base article content.
Documents all problems and issues encountered during the shift and prepare shift turnover document.
Handles incident queue and perform various tasks as assigned and determines business impact based according to ITIL Incident Management guidelines.
Handles ad hoc requests and take on new procedures as required.
Creates and maintains reports, team automation and misc. scripts.
Assists in other areas of the department as necessary.
Assists in other departments of the company as necessary.
Ability to operate vehicles, equipment or machinery