Lead Technology Operations Analyst - Possible Days or Nights

** Key Responsibilities*
* + Provide onsite coverage for a 24x7x365 Mission Critical Facility, protecting and supporting continuous operations

+ Analyze, prioritize, and respond to alerts, notifications, and requests that come to designated inboxes, phones, dashboards, and intake systems

+ Perform advanced preventative maintenance, technical support, and break/fix repairs on technology (e.g. printers, mobile devices, servers, network equipment, and storage equipment)

+ Review and execute Standard Operating Procedures (SOPs), note issues, process updates, and submit recommendations to improve SOPs

+ Lead incident response by coordinating technical resources, managing escalations, restoring service, conducting root cause analysis, documenting incident activities, and supporting post-incident reviews.

+ Coordinate and oversee third-party vendors performing maintenance or repair activities, validating work quality, ensuring compliance with operational standards, and resolving service issues.

+ Coordinate, execute, and audit infrastructure changes while validating production readiness, minimizing operational risk, and ensuring successful implementation.

+ Conduct Shift Handover - prepare documentation and orally review key events that occurred during one's shift, tasks that need to be completed during the next shift, as well as other important information

+ Coordinate daily operational activities, assign work, balance workloads, ensure appropriate staffing coverage, and provide technical leadership to Technology Operations Analysts during each shift.

+ Maintain accurate asset records within the Data Center Infrastructure Management (DCIM) system by documenting infrastructure, auditing inventory, and validating operational environments and asset information.

+ Oversee, Coordinate, and Perform rack integration activities, including hardware installation, structured copper and fiber cabling, cable management, equipment labeling, testing, asset validation, and documentation in accordance with enterprise standards.

+ Identify and suggest possible improvements on procedures

+ Support data center capacity management by monitoring rack space, power utilization, structured cabling, and hardware placement to optimize infrastructure resources.

+ Mentor and coach junior associates while serving as the primary technical escalation point for operational issues.

+ Serve as the primary liaison between infrastructure teams, business partners, vendors, and support organizations to ensure operational needs are effectively met.

+ Monitor operational performance, analyze metrics and trends, recommend process improvements, and implement corrective actions to improve service quality and operational efficiency.

+ Monitors departmental workflow activities and takes corrective action when necessary

+ Ensure operational activities comply with enterprise security standards, audit requirements, change management processes, and established operational procedures.

+ Perform routine data center inspections to verify operational readiness, identify issues, and maintain a safe and secure operating environment.

+ Support disaster recovery and business continuity exercises and recovery events while documenting results and identifying opportunities for operational improvement.

** Required Qualifications*
* + Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)

+ 5 years of experience in an IT support or operations environment working with PC or client/server platforms and/or hardware

+ 2 years of IT support or deployment experience working across multiple platforms or specialty areas

+ 2 years of experience in a leadership role with or without direct reports

** Preferred Qualifications*
* + Master's Degree in Computer Science, CIS, or related field

+ 4 years of work experience leading technical or project teams with or without direct reports in a large matrixed, retail organization

+ 4 years of experience working in a large matrixed organization

+ 4 years of experience working in a data center

+ 4 years of experience working with third party IT vendors and/or systems solution providers

+ 4 years of IT…