service support analyst

Service Support AnalystLocation: Remote, but candidates must live in either Dallas TX or Austin TX or Phoenix AZ Working hours: 10pm-8:30am Monday-Thursday Interview process: 2 video interviews to hire Contract: 6 months extendable (possibly perm)Position OverviewThe Service Support Analyst serves as the primary point of contact between IT operations, technology teams, and external vendors. This role operates within the IT Operations Command Center, supporting enterprise-wide production systems by monitoring alerts, managing incidents and changes, and ensuring high system availability.The analyst is responsible for triaging production issues, troubleshooting server environments, and collaborating with engineering teams to restore service quickly and efficiently. This position plays a critical role in maintaining system reliability in a large-scale, high-availability infrastructure.Why JoinWork in a mission-critical enterprise environmentGain exposure to large-scale infrastructure and advanced IT operationsOpportunity to lead, mentor, and drive process improvementsContinuous learning through hands-on experience and trainingKey ResponsibilitiesOperations & Incident ManagementMonitor enterprise alerts (MoogSoft) and ensure timely acknowledgment per SLA requirementsPerform initial triage, troubleshooting, and resolution of server-related issuesEscalate complex issues to senior technicians, engineers, or vendors as neededTrack, document, and communicate incident status via ticketing systemsSupport incident, change, and event management processesRespond to and resolve routine production issues escalated to the command centerSystem Support & AdministrationAssist in supporting and recovering distributed server infrastructureExecute system changes within established guidelines and supervisionWork with load balancers to add/remove servers and service portsUtilize knowledge of UNIX/Linux and Windows Server operating systemsCollaboration & CommunicationServe as liaison between IT Operations and technology support teamsAdvocate for business-facing teams requiring technical supportBuild and maintain strong working relationships with internal and external stakeholdersProvide status updates to stakeholders and leadership as requiredLeadership & OversightProvide real-time operational oversight of server operationsAct as a subject matter expert (SME) for server operatorsSupport onboarding and training for new team membersEnsure execution of operational and escalation directives from leadershipMake tactical decisions aligned with strategic business objectivesProcess ImprovementIdentify and drive opportunities for continuous service improvementContribute to operational readiness and efficiency initiativesSupport implementation of ITIL-based best practicesPromote continuous learning and process innovation within the teamQualificationsRequiredBachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)5–7 years of experience in a large-scale, 24x7 high-availability data center environment (1000+ servers)Strong understanding of: UNIX/Linux and Windows Server operating systemsSystem-level concepts (paging, memory, IPC, file systems, drivers)Networking fundamentals (DNS, routing, NFS/NIS, troubleshooting tools)Experience with incident triage and service restoration in production environmentsProficiency with IT service management tools (e.g., Remedy, SmartIT)Strong analytical, problem-solving, and decision-making skillsExceptional attention to detail and ability to work under pressurePreferredCertifications such as CompTIA Server+, Security+, or similarFamiliarity with scripting languages (e.g., PowerShell, Perl, Tk)Experience supporting load balancers and distributed systemsWorking knowledge of ITIL framework (Incident, Problem, Change, Event, Knowledge Management)Prior experience in process improvement and IT operations leadershipKey CompetenciesStrong troubleshooting and critical thinking skillsAbility to prioritize and manage multiple incidents simultaneouslyEffective communication in high-pressure, real-time environmentsProactive, "take-charge" mindset with focus on continuous improvementCollaborative team player with leadership capabilities