Title: Operations Analyst
Research Triangle Park, NC, US, 27709
About NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
Job Summary
This role is responsible for providing Reports against IT KPIs (Key Performance Indicators) that leadership will use to run their business. Performing data driven Analysis of trends and changes related to KPIs informing decision making and improving understanding of decision outcomes. This role also involves Major Incident Management, where the individual is required to have strong skills in leading people/projects. Will need to assess business impacts and coordinate the IT response to Major Incidents by gathering appropriate resources, leading troubleshooting efforts, and managing communications in keeping customers and leadership informed.
Other Positive Skills
- Incident Management Background
- Service Now Experience with Reports
Job Requirements
• Provide weekly and monthly Level 2 Support organization metrics.
• Produce custom metrics on demand.
• Provide analysis of organizational metrics, identifying trends and areas of opportunity.
• Use metrics to identify shift left opportunities.
• Manage the transition of services from the service owner to the support organization.
• Manage the intake process for new demand and project requests.
• Lead restoration of services via Major Incident Management role for high priority Incidents.
Education
Typically requires a minimum of 5 years of related experience with a Bachelor's degree.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.
If you run toward knowledge and problem-solving, join us.
Nearest Major Market: Durham
Nearest Secondary Market: Raleigh
Job Segment:
Operations Manager, Medical, Operations, Healthcare, Research