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Data Center Operations Analyst 2

Location: Dallas, Texas, United States

Company: Marsh & McLennan Companies

Job ID R_049707-en

Data Center Operations Analyst II

Location:   Dallas

Work:    Sunday through Wednesday - 10 hour shift

Marsh & McLennan Companies (NYSE: MMC) is a global professional services firm offering clients advice and solutions in the areas of risk, strategy, and people. This role is part of Marsh & McLennan Companies Corporate which serves as an internal business function providing infrastructure and operational services to our family of companies. Through a shared vision and best practices, we provide efficient and sustainable solutions to meet internal customer business needs.

In this global role as a Data Center Operations Analyst II in the Centralized Operations department of Marsh & McLennan Companies Corporate, you will primarily support and administer day to day operations which includes, monitoring of all production systems; hardware, operating systems, backup support and infrastructure management applications. Analyze and improve the capabilities of our monitoring applications/systems and identify area for improved technologies and policies. Demonstrate the ability to implement high level of troubleshooting. Adapt and adjust to changing priorities both independently and in team settings.  Assist with all projects on-boarded into Data Center Operations.

Responsibilities

  • Provide reporting on the status of severity issues, actions, and resolutions during shift.  Assist managers in reviewing incidents, changes and requests, making recommendations on trends such as excessive aging or incomplete troubleshooting of tickets.  Maintain compliance to avoid risks of system outages or compromised data.  Assist as a member on projects that are on-boarded to DCOPS.
  • Assist level 1 Analysts with monitoring and maintaining all production systems using CA Spectrum, Alertsite  or similar Enterprise Monitoring Tool.
    • Infrastructure monitoring (Mainframe, Unix, Linux, Windows & Database)
    • Backup monitoring, restarting backup failures & basic trouble shooting/resolution
    • Assist in enhancing productivity and minimize risks to clients
    • Perform event monitoring, analysis, setup, coordination, and resolution in a Data Center Operations environment
    • Perform commissioning/decommissioning of servers
    • Work with and train Level 1 Analyst on proper troubleshooting techniques - Break/Fix
  • Create custom monitoring rules for a variety of platforms using existing tools
  • Develop monitoring services to enhance productivity and minimize risks to clients
  • Perform event monitoring, analysis, setup, coordination, and resolution in a Data Center Operations environment
  • Provide recommendations to management in regards to monitoring solutions
  • Initiate appropriate actions to onboard new applications/clients
  • CA Spectrum and Alertsite, Foglight, UIM,

  • Perform in-depth analysis and problem determination/resolution as it related to day-to-day operations support
    • Backups failures/management
    • Restores
    • Security Patching
    • Process Flow
    • Log Analysis for Netbackup, UNIX and Windows servers
    • Report and analyze up/down monitoring agents
    • Data Domain
  • Understand operations processes and be able to perform system analysis to ensure proper metrics are met; integrate information to troubleshoot issues and develop solutions
  • Maintain compliance to avoid risks of system outages or compromised data
  • Understand and troubleshoot disk space issues
  • Communicate ideas and information effectively via oral and written communication to diverse audiences
  • Perform commissioning/decommissioning of servers
  • Work with and train Level 1 Analyst on proper troubleshooting techniques – Break/Fix
  • Assist in On-boarding new systems and application into Data Center Operations
  • Process Flow and Log Analysis for Netbackup and Windows servers
  • Support multiple operational and infrastructure related projects
  • Understand, analyze and integrate information to troubleshoot issues and develop solutions for resolution
  • Monitor assigned incidents and changes, track compliance with service management SLA’s and provisioning SLA’s
  • Regularly up-date tickets on a daily basis
  • Assist managers in reviewing incidents, changes and requests, making recommendations on trends such as excessive aging or incomplete troubleshooting of tickets
  • Understand BigFix and deployment of vulnerability patching
  • Understand xMatters of other call automation tool
  • Review and identify area’s for automation

Qualifications

  • Bachelor's degree in computer science or related field from an accredited college/university or equivalent combination of education, training, and experience
  • 3 - 5 years as a technical support in a fast pace environment
  • Excellent communication skill required; both written and verbal
  • Understand varied and diverse platforms and technologies 
  • Hands on experience working in a high stress/fast pace technical production environment 
  • Ability to understand server down impact and troubleshoot/triage all issues to resolution
  • Understand and follow established processes and procedures
  • Ability to do troubleshooting with-in the Window, UNIX, Linux platforms – Understand Cloud technologies
  • Experience with Enterprise Backup Technologies such as Netbackup
  • Ability to attend conference calls on technical severity issue with varying levels of personnel Strong process and service delivery principles
  • Understanding of ITIL and ISO operating principles
  • Ability to mentor and train Level 1 individuals
  • ITIL Certification preferred
  • MCSA , MCSE or MTA Certification preferred

Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world’s leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 63,000 employees worldwide and annual revenue of over $13 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 130 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges.

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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