Service Assurance Analyst

Job Title: Service Assurance Analyst Location: Atlanta, GA Contract Duration: 3+ months Responsibilities Monitor and triage IT Operations infrastructure, applications, and services within the production environment. Maintain hardware, software, application layer, database management, network and security, and support tools to ensure integrity, performance, accessibility, and recovery of service. Analyze and optimize system and service monitoring. Respond to alerts via monitoring tools and inbound calls, assess alerts and troubleshoot issues. Provide support on larger, more complex projects and assignments. Communicate all issues promptly and accurately to appropriate stakeholders. Track and ensure all Service Level Agreements (SLA) are met. Monitor necessary components of the IT NOC, including key facility components of the Duke Drive Technology Center. Perform issue triage following pre‑defined operational procedures for responding to alarms. Collaborate with other department personnel to ensure all customers’ service needs are met. Collect and validate CMDB information, including escalation for corrections as needed. Review and provide reports on existing procedures to IT NOC, helping to identify outdated or incomplete operational procedures. Maintain Six Sigma level of support for problem resolution. Take proactive action against data network elements requiring attention, including ticket generation, escalation, and outage notifications. Support creation and update of documentation for procedures to support applications and services monitored by the IT NOC. Track, analyze and report on incidents and outage conditions. Assist with post‑incident review generation and post‑mortem documentation for escalated events. Escalate issues to on‑call SME if documentation is inadequate to resolve alerts within defined timeframes. Develop and track metrics to identify chronic issues and issue trending. Support root cause analysis, patching, and code push planning as needed. Be available for night/weekend shift work and possible on‑call rotations. Travel as necessary to support business needs. Perform any other assigned tasks required to support success of IT NOC. Demonstrate initiative and determination with respect to improving operations. Required Skills BS/BA or Associates degree in a related discipline. Experience in voice technology support. Experience in call center technology. Familiarity and background in troubleshooting complex voice and data systems. Demonstrates skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in complex research/data. Preferred Skills Familiarity with Avaya Communications Manager, Remedy ticketing systems, Cisco switching and routing hardware and configurations, MS SQL Server. Familiarity with monitoring software including Netcool, Sitescope and others. Familiarity with AS‑400 GUI and interfaces. Familiarity with ITIL practices and methodologies. #J-18808-Ljbffr TPI Staffing