This is the best of both worlds! You will be working in an exciting and fast paced environment on the eCommerce team. It feels like a start-up, yet you have the financial backing and stability of a well- known and respected Silicon Valley Fortune 500 company.
Senior Operations Analyst (contract to hire) – Mountain View, CA
Requirements:
• 5 - 10 years of experience in relevant operations positions with a production/application support background
• Must have hands-on experience managing tickets, and mapping tickets and service requests
• Must have strong project management skills, and be a good problem solver, detailed oriented
• QA background with the ability to check for bugs and find root causes of problems and resolve issues is a plus
• Ability to work with spreadsheets is required
• ITIL experience is desirable
• Computer Science degree is a plus
Responsibilities:
The main purpose is to keep the 24x7 business and technical activities operating at desirable performance and cost levels. Involves those activities that actually run (operate) the business on a day-to-day basis.
Key activities include:
• Document all the day-to-day business, technical and data processes.
• Determine what service levels are desired from each group (in-house or outsourced) and what performances are desired from each business, technical, and data process.
• Monitor, measure, and report on actual service levels, system performances, system faults, etc. and compare to desired targets on 24x7 basis.
• Maintain and track all problems, enhancements, and service requests from origin to resolution. Manage the resource prioritization process. Prepare management reports as well as provide feedback to service groups on their performance against the issues.
• Take immediate action on performance outside of desired service and performance limits with the use of your well-defined problem/issue management process.
• Insure that operations processes comply with company policies, government regulations, and relevant industry standards. (including ITIL, COBIT, and SOX)
• Drive fixes for immediate customer and system issues and ultimately drive root cause fixes to business, technical, or data processes and systems
• Collect business and systems performance data and costs, and analyse for longer term business and technical roadmap planning for on-going improvement.
• Research problems and systems (website, billing, payment, fulfillment, customer management and status) , then resolve issues
• Communicate and work with the customer support team.
To Apply For This Job:
Please email your resume to: Lori@wehire.com
Lori
Palo Alto Staffing
2471 E. Bayshore Road, Ste. 525
Palo Alto, CA 94303
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