Live Operations Analyst-IT Support-Austin, TX (Gaming Giant) Contract

Responsibilities

  • Day to day oversight of WWCE incidents to include monitoring/tracking and incident resolution
  • Manages communications of any system change (planned or unplanned) to rest of WWCE organisation
  • Provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet WWCE requirements.
  • Partners with other teams on a consistent basis in order to reduce WWCE advisor tool downtime.
  • Escalates emergencies/trouble incidents as needed
  • Takes an active role in IT projects supporting the larger ITO organisation
  • Troubleshoots application, network, and server level problems for WWCE systems.
  • Maintains documentation of systems procedures

Skills & Qualifications

  • Relevant University degree/diploma or equivalent experience
  • Strong experience with IT Service desk/Network Operations/Engineering organizational responsibilities to include ownership and management of incident escalation, resolution tracking and resolution reporting
  • Strong crisis management skills
  • Must demonstrate strong quantitative, analytical and conceptual thinking skills
  • Ability to define problems, document and establish facts to draw valid conclusions
  • Demonstrable IT support expertise
  • Cloud technology experience
  • Jira familiarity, to use and construct dashboards and reports
  • Web application experience (i.e. MySQL, PHP, Python)
  • Salesforce administration experience

Desirable

  • Hosted telephony contact centre experience
  • Ability to identify and resolve performance bottlenecks in highly complex systems and drive performance optimisations
  • Technical aptitude with AWS, Java script

Pay Rate-$42/hr.

Please send resume to kjohnson@nelsoninteractive.net

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