Command Center Analyst

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The Command Center Analyst (CCA) monitors the operations of the enterprise computer and application network environment including hardware and software. The incumbent works closely with other CCAs, system administrators, engineers, and/or developers to ensure proper functioning of all business services, applications, and technical services under CCA management to deliver Always On Availability for the company to provide the necessary services for members and providers.

The Command Center operates 24x7x365 in designated office locations, including evenings, weekends, and some holidays, and is responsible for the successful completion of all scheduled data processing workload.

• Education: Bachelor’s degree in a related field. In lieu of a degree, five (5) years’ related experience will be considered.
• Licensing/Certification: Network, Virtualization, Operating Systems, and/or other related certifications preferred.
• Experience: Minimum three (3) years’ experience in networking systems, computer repair, or network operations, data‑processing, production scheduling software.

• Basics of Server Administration in Windows and Linux Operating Systems
• Basics of Virtualized Infrastructure
• Basics of Network Administration including Subnetting
• Basics of Data Center Infrastructure
• Ability to build and leverage technical diagrams
• Ability to run and read a packet capture
• Ability to write low‑code and/or no‑code scripts for resolution of monitoring events
• Ability to use ITIL Framework including Service Design, Incident, Change, Event, and Problem
• Technical Troubleshooting Skills to identify and isolate management
• Production Scheduling Software – such as JCL, CA7, App Worx
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Monitoring application administration
• Systems Documentation
• Active Directory
• TCP/IP
• SAFe, Agile

• Adheres to all change enablement related practices and policies, including participation in the enterprise’s Change Advisory Board (CAB).
• Assists in workload preparation, set‑up, and performs reruns due to JCL errors, hardware malfunctions, bad input data, and job preparation errors.
• Completes assigned work on time and/or makes every effort to do so prior to notifying leadership, including incidents, requested items, stories, problems, job abends, and any other tickets.
• Conducts problem management practices, including acting as problem record owner and facilitating problem tasks to bring about continual improvement.
• Configures monitoring tools to ensure advocacy for mean time to detect and resolve in conjunction with application and technical owners.
• Defines and documents the monitoring service to the enterprise, including vendor contacts, budgeting, lifecycle management, integrations, and execution of a roadmap.
• Embodies and models the attributes of the I&O operating model and acts as the standard bearer for the ideals.
• Engages with the appropriate vendors outside of I&O—including Facilities, Physical Security or any other telecommunications provider—to ensure circuits are up and operational.
• Ensures all records are updated, including runbooks, CMDB, and business rules in Service Now to ensure programmatic decisions.
• Ensures availability of all online networks within standard and ensures timely completion of nightly batch processing.
• Ensures that all security policies, procedures, and EDP standards are followed, not limited to vulnerability management, change and configuration management, and findings management.
• Initiates appropriate event, incident, and if necessary, major incident processes to ensure the company’s services are available for member and provider‑facing operations by advocating for the event.
• Monitors the operation of the enterprise business services, services, applications, and technical services & communication lines—including monitoring mainframe systems health and performance, as well as managing the App Worx queues.
• Participates in the appropriate on‑call rotation adhering to the documented expectations.
• Takes the appropriate actions in the spirit of continual improvement when a defect, or area of improvement is noted in either records, practice, process, or operation of monitoring.